TY - GEN
T1 - Empowering organizations through customer knowledge acquisition
T2 - 19th Americas Conference on Information Systems, AMCIS 2013
AU - Al-Busaidi, Kamla Ali
PY - 2013
Y1 - 2013
N2 - Customers are becoming more powerful, and customer knowledge can empower organizations and improve their performance. Customer knowledge has been classified in three categories: knowledge FOR customers, knowledge ABOUT customers and knowledge FROM customers. The value of knowledge management has been recognized by organizations. However, the value of external customer knowledge has not fully been recognized, and its impacts have not been sufficiently investigated. Consequently, the objective of this study is to empirically assess the impact of acquiring each type of customer knowledge. Based on a preliminary analysis of 13 organizations in the banking industry, this study detected that the acquisition of customer knowledge is significantly associated with business processes, employees, products, customers, market and financial performance.
AB - Customers are becoming more powerful, and customer knowledge can empower organizations and improve their performance. Customer knowledge has been classified in three categories: knowledge FOR customers, knowledge ABOUT customers and knowledge FROM customers. The value of knowledge management has been recognized by organizations. However, the value of external customer knowledge has not fully been recognized, and its impacts have not been sufficiently investigated. Consequently, the objective of this study is to empirically assess the impact of acquiring each type of customer knowledge. Based on a preliminary analysis of 13 organizations in the banking industry, this study detected that the acquisition of customer knowledge is significantly associated with business processes, employees, products, customers, market and financial performance.
KW - Benefits of customer knowledge
KW - Customer knowledge
KW - Customer knowledge acquisition
KW - Customer knowledge management
UR - http://www.scopus.com/inward/record.url?scp=84893288926&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84893288926&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:84893288926
SN - 9781629933948
T3 - 19th Americas Conference on Information Systems, AMCIS 2013 - Hyperconnected World: Anything, Anywhere, Anytime
SP - 1330
EP - 1340
BT - 19th Americas Conference on Information Systems, AMCIS 2013 - Hyperconnected World
Y2 - 15 August 2013 through 17 August 2013
ER -