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Eight Questions For Customer Knowledge Management In E Business

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Text Preview Journal of Knowledge Management
Eight questions for customer knowledge management in e‐business Jennifer Rowley

Article information:
To cite this document:
Jennifer Rowley, (2002),"Eight questions for customer knowledge management in e#business", Journal of Knowledge Management, Vol. 6 Iss 5 pp. 500 - 511
Permanent link to this document:
http://dx.doi.org/10.1108/13673270210450441

Downloaded by NANYANG TECHNOLOGICAL UNIVERSITY At 10:06 09 September 2014 (PT)

Downloaded on: 09 September 2014, At: 10:06 (PT)
References: this document contains references to 44 other documents. To copy this document: pe[email protected]
The fulltext of this document has been downloaded 2733 times since 2006*

Users who downloaded this article also downloaded:
Jennifer E. Rowley, (2002),"Reflections on customer knowledge management in e#business", Qualitative Market Research: An International Journal, Vol. 5 Iss 4 pp. 268-280
Henning Gebert, Malte Geib, Lutz Kolbe, Walter Brenner, (2003),"Knowledge#enabled customer relationship management: integrating customer relationship management and knowledge management concepts[1]", Journal of Knowledge Management, Vol. 7 Iss 5 pp. 107-123

Jennifer Rowley, (2000),"Is higher education ready for knowledge management?", International Journal of Educational Management, Vol. 14 Iss 7 pp. 325-333

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Introduction

Eight questions for
customer knowledge
management in
e-business

Downloaded by NANYANG TECHNOLOGICAL UNIVERSITY At 10:06 09 September 2014 (PT)

Jennifer Rowley

The author
Jennifer Rowley is Head, School of Management and
Social Sciences, Edge Hill College of Higher Education,
Ormskirk, UK.
Keywords
Customers, Knowledge management,
Electronic commerce, Business strategy
Abstract
Customer knowledge is an important asset for all
businesses. The rhetoric of e-business emphasises the
opportunities for knowing customers in the digital
economy. This article sets the context with a brief
summary of the key characteristics of the knowledge
management paradigm. This is used as a platform for the
formulation of the questions that form the core of this
article: What customer knowledge do businesses require?
What customer data can be collected? What are the
challenges for translating data into information and
knowledge? Can knowledge cultures be created in online
customer communities? Whose knowledge is it anyway?
How can knowledge assets be identified and managed in
virtual organisations? How can customer knowledge from
e-business be integrated with customer knowledge from
other channels? Who needs customer knowledge
anyway?
Electronic access
The current issue and full text archive of this journal is
available at
http://emeraldinsight.com/1367-3270.htm

Journal of Knowledge Management
Volume 6 . Number 5 . 2002 . pp. 500±511
# MCB UP Limited . ISSN 1367-3270
DOI 10.1108/13673270210450441

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