One Step in Advance Using Customer Knowledge Management to Make Co-Creation Value

What do our customers know? This is the fundamental question in customer knowledge management that emerged at the first decade of 21st century as the corporations’ mainadvantage in making co-creation value. At this study we explain why customer knowledge management is important and how it could have an impact on loyalty and its influence on making co-creation value. We will describe the main concepts related to the topic and how to gain data that are useful in CKM process. At the end of article, we illustrate a conceptual framework of CKM process and describe the components. In addition we offer the ways of increasing customer’s knowledge quality that we call it Mass Public Education

کلیدواژه ها:

Customer Knowledge Management ، Co-creation value ، Mass Public Education ، Customer Relationship Management ، Knowledge Management