Customer knowledge

Customer knowledge ( CK ) is the combination of experience, value and insight information that is needed, created and absorbed during the transaction and exchange between customers and enterprise. [1] Campbell (2003) defines customer knowledge as: “organized and structured information about the customer as a result of systematic processing”. [2] According to Mitussis et al. (2006), customer knowledge is one of the most complex types of knowledge, since it can be captured from different sources and channels. [3] [4] Continue Reading “Customer knowledge”