Big Data

What Factors Enhance Intra-Organizational Customer Knowledge Sharing In International Key Account Management?

Date Added: Aug 2010
Format: PDF

Considerable research during the last decade has highlighted the importance of customer-related knowledge in the management of profitable long-term customer relationships. It is now recognized that firms should not only generate knowledge about aggregate markets, but also about and from their individual customers. The ability of the firm to utilize customer knowledge for creating added value to the customer and managing the customer relationship in a consistent manner, requires that the supplier firm has appropriate processes for coordinating internal customer-specific knowledge flows.