Using Weighted Information for Customer Knowledge Management: A Case Study

Customer knowledge has been increasingly recognized as a key strategic knowledge resource in organizations. This knowledge can be extracted from the customers' gathered information. For different customers the gathered information has different value and should be considered based on its value. In this paper we represent a method for customer knowledge management by considering the value of information. To do so, we have made a customer value function. The value function has developed by the indices based on customers' utility and expertise. This method applied in a newspaper office by defining 4 indices for customer value and calculation of the weights by AHP. Based on these weights, linear value function is established. The results of analysis of weighted information had more similarity to analysis done by experts than traditional analysis and verified by experts' analysis.