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2021 | OriginalPaper | Chapter

Towards Smart Customer Knowledge Management Systems

Authors : Thang Le Dinh, Nguyen Anh Khoa Dam

Published in: Advances in Computational Collective Intelligence

Publisher: Springer International Publishing

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Abstract

Nowadays, customer focus is one of the most important challenges of enterprises in identifying customer needs and providing suitable products and services to customers. Customer focus gives prominence to knowledge about, for, and from customers. Customer knowledge management and transfer – at the right time, in the right place, and with the right quality – enable enterprises to survive in today’s business environment. This paper presents the concept of smart customer knowledge management and proposes a conceptual framework for studying and designing smart customer knowledge management systems based on the design science method.

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Title: Towards Smart Customer Knowledge Management Systems
Authors: Thang Le Dinh
Nguyen Anh Khoa Dam
Publisher: Springer International Publishing
Book: Advances in Computational Collective Intelligence
Print ISBN: 978-3-030-88112-2

Electronic ISBN: 978-3-030-88113-9

Copyright Year: 2021
DOI: https://doi.org/10.1007/978-3-030-88113-9_18

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