The role of Smart Technologies in Managing Customer Knowledge: A Survey Study

Abstract

Contemporary organizations in the era of the knowledge economy have taken care of managing customer knowledge to achieve efficiency and effectiveness in the work entrusted to them, and at the same time, recent developments in information technology have pushed organizations to acquire smart technologies, which help them deal with customers intelligently to find smart solutions that achieve the goals of both the client and the organization. In this scientific study, we touched on the role of smart technologies in managing customer knowledge through the main question: What is the role of smart technologies in managing customer knowledge? by using the method of critical review to review a set of studies related to the variables of the study. The results of the study showed that smart technologies contribute to the success of managing customer knowledge and smart technologies enable managing customer knowledge anywhere, anytime, and they also affect the customer experience. The current study found that customer knowledge is the basis for gaining competitive advantage, and through its management helps in gaining customers and building databases in organizations, the study has recommended organizations to use smart technologies in customer knowledge management to meet the wishes and needs of their customers, and that requires the support of the leadership of the organization with all resources, It is also recommended that researchers and specialists in the field of knowledge management and managing customer relationships pay more attention to addressing research areas extensively in smart solutions that contribute to the support of customer knowledge management.