Research of Customer Knowledge Management and Realizing Process

This paper firstly studies the concept and fundamental idea of customer knowledge, and further analyzes the limitations of the traditional customer relationship. On this basis, the paper builds the two-way knowledge transferring model between enterprises and customers combined with the four stages - knowledge acquisition, knowledge use, knowledge adjustment and knowledge evaluation. This study is beneficial not only to improve customer satisfaction, but also be able to effectively improve the enterprise's core competencies.