e-Biz 환경하의 고객지식관리

Managing Customer Knowledge in the e- Biz Environment: A Framework and Application

In the current Internet-based business environment, the contact points between companies and customers are expanding rapidly into cyberspace on the Web. Furthermore, customer-oriented perspective in business has been placed emphasis on. In this business environment, customer knowledge IS now conceived as a critical weapon to obtain a competitive advantage. Accordingly, tills paper has a purpose of helping companies customer knowledge more effectively. First, it is necessary to redefine the customer knowledge as what is concerned with not only customers’ needs and transactions but also decisions of a company for responding to customers and the results. Under tills definition, we propose a framework to show customer knowledge resources and major activities of a company to use customer knowledge in the e-Biz environment. Also, we propose a process for managing customer knowledge and a system architecture for supporting the process. To demonstrate the usefulness of the proposed framework and system architecture, a prototype system is illustrated.