Research on Customer Knowledge Management Based on CRM

Abstract

Customer knowledge management emphasizes collecting, storage, analysis and use of customer knowledge. This is closely related to customer relationship management. This paper, by analyzing the connection between the customer relationship management and customer knowledge management, constructs the model of customer knowledge management based on CRM, to help enterprises to track the whole process of knowledge from produce to be used, so as to provide service for making the decision, and have a guiding significance to establish a perfect customer relationship management system.