Customer knowledge management and the strategies of social software

Zuopeng Zhang

64 citations0/0 files storedBusiness Process Management Journal

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Knowledge Management and Sharing Digital Marketing and Social Media Knowledge Management and Technology

Abstract

Purpose – Social software emerges as an important and effective tool for customer knowledge management (CKM). However, the supporting role of social software in CKM is not well understood. This paper aims to bridge the gap by studying the implementation of social software to effectively manage customer knowledge assets.

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References

1992The Duality of Technology: Rethinking the Concept of Technology in Organizations 2002The Field behind the Screen: Using Netnography for Marketing Research in Online Communities 1986Technology as an Occasion for Structuring: Evidence from Observations of CT Scanners and the Social Order of Radiology Departments 2007Technology as an occasion for structuring: evidence from observations of CT scanners and the social order of radiology departments 2001Technology and Institutions: What Can Research on Information Technology and Research on Organizations Learn from Each Other?1 1998A Theory of Task/Technology Fit and Group Support Systems Effectiveness1 2002Five Styles of Customer Knowledge Management, and How Smart Companies Use Them To Create Value 2002Customer knowledge management

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2013Customer knowledge management via social media: the case of Starbucks 2014CRM to social CRM: the integration of new technologies into customer relationship management 2016Incentives for knowledge sharing: impact of organisational culture and information technology 2023Digital Transformation and Firm Performance

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