Full-Text Search:
Home|Journal Papers|About CNKI|User Service|FAQ|Contact Us|中文
Add to Favorite Get Latest Update

Customer Knowledge Management in ECCRM

GUO Qing, FAN Zhi-ping, ZHENG Miao, WANG Jian-yu (School of Business Administration, Northeastern University, Shenyang 110004, China. Correspondent: GUO Qing, E-mail: guoqingsz@hotmail.com)  
Customer knowledge is redefined from organizational viewpoint with its characters thus illustrated. Then, the customer knowledge in ECCRM (electronic commerce customer relationship management) is classified as informational knowledge, operational knowledge and tacib knowledge. Based on such a classification, the data mining technique is suggested to apply to acquiring and processing the customer knowledge in 6 steps, i.e., selecting, preprocessing, transferring, sorting, analyzing, parsing and evaluating. The customer knowledge management in ECCRM is therefore defined, and the process of customer knowledge management is broken down into acquiring, processing, integrating and propagating. An example is given to show how the customer knowledge management played an important role in ECCRM. The analysis made will be beneficial to the basic theory of ECCRM.
【Fund】: 教育部高等学校优秀青年教师教学科研奖励计划资助项目;; 辽宁省自然科学基金资助项目(002012)
【CateGory Index】: F274
Download(CAJ format) Download(PDF format)
CAJViewer7.0 supports all the CNKI file formats; AdobeReader only supports the PDF format.
Chinese Journal Full-text Database 8 Hits
1 WANG Xiao-lei1,2, YANG Yu1, YANG Jie1, LIANG Xue-dong1, ZENG Qiang1(1. State Key Laboratory of Mechanical Transmission, Chongqing University, Chongqing 400044, P.R. China; 2. Department of Mechanical Engineering, North China Electric Power University, Baoding 071003, P.R. China;3. Chongqing Communication College, Chongqing 400035, P.R. China);Customer knowledge identify and application in collaborative product creative design[J];Journal of Chongqing University;2010-02
2 Zhang Bo(School of Management,Beijing Union University,Beijing 100101);Customer Knowledge Management and Its Realizing Process[J];Reformation & Strategy;2009-02
3 YANG Jie1,2,YANG Yu1,WANG Wei-li1,ZHAO Xiao-hua1,SONG Li-jun1(1.School of Mechanical Engineering,Chongqing University,Chongqing 400030,China;2.Department of Communication Command,Chongqing Communication College,Chongqing 400035,China);Evaluation of collaborative innovative customer based on PWNN model and its application[J];Computer Integrated Manufacturing Systems;2008-05
4 YANG Jie1,2,YANG Yu1,ZHAO Chuan1,LIANG Xue-dong1,ZENG Qiang1(1.College of Mechanical Engineering,Chongqing University,Chongqing 400030,China;2.Depatment of Comunication Command,Chongqing Communication College,Chongqing 400035,China);Integrated technology of customer knowledge in collaborative product innovation based on ontology theory[J];Computer Integrated Manufacturing Systems;2009-12
5 WANG Sha-cheng, ZHAO Cheng-mou, TENG Jiao-chun;Research on the Framework of Enterprise's Intelligence Work[J];Sci-Tech Information Development & Economy;2006-04
6 ZHANG Ke,GUO Xiao-jun;Analysis on the Classification and Sharing Method of Customer Knowledge[J];Sci-Tech Information Development & Economy;2007-36
7 ;Study on the Customer Knowledge Acquisition Process of E-business Enterperises[J];Journal of Information;2007-06
8 Xing Qingsong1,2 Yang Yu1 Liu Aijun1 Yao Hao3 1.State Key Laboratory of Mechanical Transmission,Chongqing University,Chongqing,400030 2.Chongqing Jiao Tong University,Chongqing,400074 3.Maastricht University,Maastricht,Holland,6211LK;Research on Knowledge Sharing for Customer Collaborative Product Innovation Based on Knowledge Grid[J];China Mechanical Engineering;2012-23
Chinese Journal Full-text Database 2 Hits
1 Bai Changhong;Literature Review of Customer Value and Its Implications[J];Nankai Business Review;2001-02
2 YE Nai yi (School of Economics and Management, Southwest Jiaotong University, Chengdu 610031,China);A Model of Customer Knowledge in the Information Age[J];Operations Research and Management Science;2002-04
Chinese Journal Full-text Database 10 Hits
1 YANG Yun et al(College of Information Science and Technology,Hunan Agricultural University,Changsha,Hunan 410128);Realization and Quality Control of Agri-product Suppliers Based on Decision-Tree[J];Journal of Anhui Agricultural Sciences;2010-29
2 LI Zhong-kuan(School of Management,Wenzhou University,Wenzhou 325035,Zhejiang,China);The Promotion Strategy and Method of Customers' Value[J];Journal of Anhui University of Technology(Sociel Sciences);2002-05
3 YE Cai-hong(Mathematics Dept. of Zhanjiang Normal College,Zhanjiang 524048,China);The Application of Web Mining in the Web Shopping[J];Journal of Anqing Teachers College(Natural Science Edition);2004-04
4 WANG Min,WANG Fu-tian, LIU Reng-kui (School of Traffic and Transportation, Beijing Jiaotong University, Beijing 100044,China);Railway Passenger Marketing System Based on Call Center[J];Journal of Northern Jiaotong University;2004-06
5 Li Jun1,2 Wu JieMing1 (1.North China University of Technology Computer Department,Beijing 100041,China;2.Beijing Polytechinc College,Beijing 100042,China);Data Mining and Hotel Marketing CRM Realization[J];Journal of Beijing Polytechnic College;2008-03
6 HAN Xin-wei, CHEN Liang-you (School of Economics and Management, Beijing Universities of Aeronautics and Astronautics, Beijing 100083, China);Codification Strategies of Knowledge Management[J];Journal of Beijing University of Aeronautics and Astronautics(Social Sciences Edition);2004-03
7 SU Hao,GAO Yuan-yang(School of Economics and Management,Beijing University of Aeronautics and Astronautics,Beijing 100191,China);An Empirical Research on Waiting Patiently of Banking Customers[J];Journal of Beijing University of Aeronautics and Astronautics(Social Sciences Edition);2010-05
8 ZHONG Dai-di(Department Communication Engineering,Beijing Broadcasting Institute,Beijing 100024);The Perfect Combination of Computer and Voice-CTI Technology[J];Journal of Beijing Broadcasting Institute;2002-03
9 Pang Qianchao~1,Wang Yanmin~2 (1.College of Computer Zhejiang University,Hangzhou Zhejiang 310000;2.Dept.of Surveying and Mapping Engineering,Beijing 100044);Data Mining Based on Rough Set[J];Journal of Beijing Institute of Civil Engineering and Architecture;2005-04
10 Cai Shuangli (International Business School, Nankai University, Tianjin 300071);Relationship Value Appeal and Enhancement of Customer Relationship[J];Journal of Beijing Technology and Business University;2004-03
China Proceedings of conference Full-text Database 9 Hits
1 Lei Zhi-zhu~(1,2) (1.Hunan University of Science Engineering,Hunan,Yongzhou 425006,China) (2.Business School,Hohai University,Jiangsu,Nanjing 210098,China);Study of Customer-based Cigarette Brand Equity Element[A];[C];2009
2 ;The Brand Strategy Analysis Based on Customer Value Innovation[A];[C];2009
3 ;The Brand Strategy Analysis Based on Customer Value Innovation[A];[C];2010
4 GAO Yu-rong,YIN Liu-ying School of Business Administration, South China University of Technology, Guangzhou 510640, China.;Customer evaluation-based product combination decision model[A];[C];2005
5 Zhang Mingli Jia Wei (Department of Management, School of Management, Harbin Institue of Technology, 150001);An Empirical Study On Relationship Between Corporation Characteristics and the Interest of Relatives Based on Customer Value Oriented Theory[A];[C];2006
6 Yang Jicheng School of International Business in Beijing Foreign Studies University,in Beijing,100083;Study on the Application of Analytical CRM in Financial Industry[A];[C];2010
7 Bai Changhong Huang Jing Wu Yonghong (Institute of Modern Management, Nankai University, 300071);The Effect of Customer Relationship on Customer Perceived Value in Service Firms[A];[C];2001
8 LUO yongtai,LI Zhiyong (Department of Management,School of Business,Tianjin University of Finance & Economics,Tianjin,China,300222);Comprehensive Evaluation of Medical Customer Perceived Value Based on Fuzzy Integral[A];[C];2009
9 LIU Biao,LI Dong (Guanghua School of Management,Peking Uinversity,Beijing 100871,China);Research on Information Systems Service Value:From the Perspective of Employees' Collaborative Innovations[A];[C];2012
Chinese Journal Full-text Database 10 Hits
1 ZHANG Jing, MA Yun-Ji, ZHANG Ji-sheng (School of Computer Science and Engineering,Aanshan University of Science and Technology,Anshan 114044, China);Application of model of incremental updating technology in supermarket analysis[J];Journal of Anshan University of Science and Technology;2004-01
2 QI Jia,WANG Hai-yan,ZONG Gang (College of Economic and Management,Beijing University of Technology,Beijing 100022, China);Study on Service Chain[J];Journal of Beijing University of Technology(Social Sciences Edition);2006-04
3 XU Zhe,FAN Ting-ting(School of Economics and Management,Beijing University of Aeronautics and Astronautics,Beijing 100083,China);User Innovation Mode Based on Toolkits[J];Journal of Beijing University of Aeronautics and Astronautics(Social Sciences Edition);2006-01
4 CHENG\ Qiansheng (Department of Information Science,School of Mathematical Sciences, Peking University,100871);Attribute Hierarchical Model— A New Method of Unstructured Decision Making[J];ACTA SCICENTIARUM NATURALUM UNIVERSITIS PEKINESIS;1998-01
5 JI Jun-zhong, SHA Zhi-qiang, LIU Chun-nian, LANG Qing ( 1.College of Computer Science, Beijing University of Technology, Beijing 100022, China; 2.Technology Department of Modern Education, Central University for Nationalities, Beijing 100081, China );Researches of Knowledge Discovery in B2C E-commerce Web Site[J];Journal of Beijing Polytechnic University;2003-02
6 ZHANG Guo-ying~(1,2),SHA Yun~2,LIU Xu-hong~1,LIU Yu-shu~1(1.Department of Computer Science and Engineering, School of Information Science and Technology, Beijing Institute of Technology, Beijing100081, China; 2.Department of Information Technology, Beijing Institute of Petrochemical Technology, Beijing102617, China);High Dimensional Cloud Model and Its Application in Multiple Attribute Evaluation[J];Journal of Beijing Institute of Technology;2004-12
7 XIAO Yan-qiu,XUE Qing,WANG Ai-min,SUN Hou-fang,LI Hai-chao(School of Mechanical and Vehicular Engineering,Beijng Institute of Technology,Beijing 100081,China);A Study on the Modular Design of Product Based on Collaborative Optimization[J];Transactions of Beijing Institute of Technology;2008-12
8 Ye Zhigui (School of International Business Management Shanghai University of Finance and Economic, Shanghai 200083);Theoretical Summary of the Research on Customer Value[J];Journal of Beijing Technology and Business University;2004-04
9 Li Rong(Department of Business Administration,Xinjiang Vocational College,Urumchi,Xinjiang 830000);Discussion on the Establishment of Assessment Mechanism to Promote Knowledge Sharing[J];Journal of Beijing Technology and Business University;2005-02
10 SI Xian-xiu, HUANG Xiu-qing (School of Economics & Management,BUPT, Beijing 100876,China);The price war at higher levels--an effective form of mobile competition[J];Journal of Beijing University of Posts Telecommunications;2004-01
【Secondary References】
Chinese Journal Full-text Database 10 Hits
1 LAI Ji-yu1,2,CHEN Qun-li3,GAN Xin-yan1,ZHENG Jian-guo1(1.Glorious Sun School of Business and Management,Donghua University,Shanghai 200051,China;2.College of Traffic,Fujian Agriculture and Forestry University,Fuzhou,Fujian 350003,China;3.Fuzhou Yi-li Electric Power Engineering Corporation,Fuzhou,Fujian 350002,China);Customer knowledge classification based on improved CKR model[J];Journal of Fujian Agriculture and Forestry University(Natural Science Edition);2011-01
2 WAN Ying-hong,HU Wan-ping,CAO Xiao-peng(School of Management,Xi'an Jiao Tong University,Xi'an 710049,China);Constructing Customer Consumption Classification Models Based on Rough Sets and Neural Network[J];Journal of Industrial Engineering and Engineering Management;2011-02
3 Luo Jianqiang(Jiangsu University,Zhenjiang 212013,China);Research on the Evolution of Customer Knowledge Management in Postponement Manufacturing System and its Empirical Analysis[J];Journal of Industrial Technological Economics;2012-10
4 HUANG Guihong,CHEN Min,ZHANG Liya,ZHU Lixia(School of Business,Gannan Normal University,Ganzhou 341000,China);A Research on the Optimal Incentive Contract of Knowledge Sharing in Supply Chain Based on Knowledge Feedback[J];Journal of Gannan Normal University;2013-03
5 LIU Rong-hui1,2,GAO Yang1,WU Xiao-bo2(1.Business School of Central South University,Changsha 410012,China;2.Shenzhen Branch of China Mobile Communication Group Guangdong Co.,Ltd.,Shenzhen 518048,China);Research on Operator's Comprehensive Intelligent CRM System——Basing on the Design Case of CMCC[J];Industrial Engineering and Management;2013-02
6 ;Research on Library Customer Knowledge Management based on SECI Model[J];Library & Information;2013-04
7 ZHU Meng,LI Jing(School of Management,Hubei University of Technology,Wuhan 430068,China);On Customer Knowledge Management in Network Economy[J];Journal of Hubei University of Technology;2010-06
8 ZHANG Xue1,2,ZHANG Qingpu1(1.School of Management,Harbin Insititute of Technology,Harbin 150001,China;2.School of Management,Harbin University of Commerce,Harbin 150028,China);Study on the cooperative game model of a customer collaborative innovation agreement[J];Journal of Harbin Engineering University;2011-05
9 TIAN Shu-xin1,2,WU Xiao-ping1,WANG Hong-xia1(1.College of Electronic Engineering,Naval Univ.of Engineering,Wuhan 430033,China;2.Unit No.91829,Dalian 116041,China);Improved method for data reinforcement based on ROUSTIDA[J];Journal of Naval University of Engineering;2011-05
10 PAN Jun-jun,XU Xiao-liang(Computer School,Hangzhou Dianzi University,Hangzhou 310018);Research on Domain Framework for Science and Technology Plan Project Management System[J];Computer Engineering;2010-15
【Secondary Citations】
Chinese Journal Full-text Database 1 Hits
1 Fan Xiucheng;Measurement of Customer-Based Brand Equity: A Brand Association Structure Approach[J];Nankai Business Review;2000-06
Similar Journals
> China Finance
> Machinery
©2006 Tsinghua Tongfang Knowledge Network Technology Co., Ltd.(Beijing)(TTKN) All rights reserved