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Customer Knowledge Management and Customer Lifetime Value in loyalty management
KTH, School of Industrial Engineering and Management (ITM), Production Engineering.
2007 (English)In: Information Management In The Networked Economy: Issues & Solutions / [ed] Soliman, KS, 2007, 517-526 p.Conference paper (Refereed)
Abstract [en]

Modern business organizations have appreciated the significance of having competitive advantage through the delivery of continuous improvement towards the customers, and being knowledge-oriented. Indisputably, Knowledge Management (KM) plays a key role in the success Of Customer Relationship Management (CRM). In this regard, Customer Knowledge Management (CKM) is a newly developed concept that deals with knowledge from customers rather than knowledge about customers. However, little research has been done on the application of CKM in e-business. In this paper, after an overview of the literature, an application of CKM in Customer Lifetime Value (CLV) measurement is Studied in an e-tailer case where Corporate Image and Reputation are taken into consideration.

Place, publisher, year, edition, pages
2007. 517-526 p.
Keyword [en]
Customer Knowledge Management (CKM), Customer Lifetime Value (CLV), Customer Relationship Management (CRM), Corporate Image, neural networks
National Category
Computer and Information Science Economics and Business
URN: urn:nbn:se:kth:diva-41128ISI: 000255509600075ScopusID: 2-s2.0-84905086335ISBN: 978-0-9753393-7-4OAI: diva2:443590
8th International-Business-Information-Management-Association Conference (IBIMA) Location: Dublin, Ireland, Date: JUN 20-22, 2007
Available from: 2011-09-26 Created: 2011-09-23 Last updated: 2011-09-26Bibliographically approved

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