文献类型：期刊文献

中文题名：三段式客户知识网络及其管理

英文题名：3-Segment Customer Knowledge Network and the Management of It

作者：周艳[1];陈智高[1]

机构：[1]华东理工大学商学院,上海200237

年份：2007

卷号：28

期号：6

起止页码：96

中文期刊名：科学学与科学技术管理

外文期刊名：Science of Science and Management of S.& T.

收录：CSTPCD;;北大核心:【北大核心2004】；CSSCI:【CSSCI2006_2007】；

基金：上海市自然科学基金项目(06ZR14128)

语种：中文

中文关键词：客户关系管理;客户知识管理;客户知识网络

外文关键词：CRM; CKM; customer knowledge network

摘要：客户知识网络是一种借助知识网络对客户知识进行管理的机制,使客户知识得到有效的配置、传递、转化和共享。在对CRM、CKM、客户知识网络的内容进行分析比较的基础上,提出了一个三段式客户知识网络的概念模型,并详细描述其三个子网的功能。通过分析知识网络运行机制来阐述客户知识网络的管理问题。
Customer knowledge network is a mechanism which helps to manage customer knowledge, through which, customer knowledge can be effectively obtained, transferred, transformed and shared. On the basis of comparing such definitions as CRM, CKM, customer knowledge network, this paper presents a 3-segment conception model of customer knowledge network, which is composed of 3 subnets. Afterwards, the functions of these subnets are described in detail. In the end, the operational mechanism of knowledge network is researched in order to achieve how to manage the customer knowledge network effectively and efficiently.