CAJ | 학술논문

通过对客户知识能力及其结构的解释和分析，阐明了客户知识管理流程的重要性，并对目前企业的客户知识管理活动进行分类比较，在此基础上结合涉入理论中的客户决策流程，提出了一个较为完整的客户关系管理和客户知识管理的“双维度”整合模式，企业借助于该模式，可以有效地运行cRM系统，及时获取客户知识，最终使企业获得竞争优势和长远发展。
통과대객호지식능력급기결구적해석화분석，천명료객호지식관리류정적중요성，병대목전기업적객호지식관리활동진행분류비교，재차기출상결합섭입이론중적객호결책류정，제출료일개교위완정적객호관계관리화객호지식관리적“쌍유도”정합모식，기업차조우해모식，가이유효지운행cRM계통，급시획취객호지식，최종사기업획득경쟁우세화장원발전。
To explain and analyze the customer knowledge competence and structure, this text clarifys the importance of customer knowledge management process, and makes the classification of the customer knowledge manage activity currently. With customers＇ decision-making process in involvement theory, it puts forward a complete ＂ two dimensions mode ＂ integrating the customer relationship management with customer knowledge management. The enterprises ask for help from that mode, carrying on the system of CRM availably, obtaining customer＇s knowledge in time, and making the enterprise acquire the competitive advantages and long-term developments.