Meaning of customer knowledge
Customer Knowledge
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Knowledge
Glossary of knowledge terms
Meaning and definition of customer knowledge :
Customer Knowledge: Customer knowledge consists of the insights collected while dealing with customers. Customer knowledge is useful in understanding customer needs, including those which are unmet and unarticulated. Various sources of customer knowledge can be integrated and analyzed both to serve customers better and to generate ideas for new products/services. Customer knowledge facilitates customer relationship management (CRM). Many IT services companies offer CRM solutions that help their clients in getting 360 degree views of customers. Information Technology (IT) can support ongoing efforts to improve customer identification, conversion, acquisition and retention and to deliver personalized services. IT facilitates high levels of personalization and decision support in a cost effective manner. But customer knowledge initiatives should not be driven by IT alone. Close personal interaction with customers is needed to get deep insights about what customers are really looking for. This is because customers sometimes find it difficult to articulate their needs.
For the term customer knowledge may also exist other definitions and meanings, the meaning and definition indicated above are indicative not be used for medical and legal or special purposes.
Source : http://www.vedpuriswar.org/glossary/KnowledgeManagement%20TERMS__Aug_27_06.doc
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Glossary of knowledge terms
Customer Knowledge
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