Review of Customer-Centered Knowledge Management Models: Goals and Key Factors

Customer Knowledge Management (CKM) has been widely accepted by enterprises as an effective tool to struggle in competitive era. Studies have explored various CKM models to maximize its benefits to organization. This diversity can be valuable, because it offers many point of views about CKM. However, enterprises should consider the best CKM model to suit their needs. With the various CKM models, it just confuses the enterprises. Therefore, this paper proposes a more structured concept of CKM goals and key factors. Theoretically, it gives a high-level scheme to academia in developing and improving future CKM model. In practice, this research can be used by enterprises to implement an effective CKM by considering the key factors. Using Kitchenham method, this research has discovered 105 papers and selected 20 papers based on the inclusion and exclusion criteria. A thematic analysis was deductively applied to examine the qualitative data. The findings classified CKM goals into four categories i.e organization, product and service, customer, and process.