A framework for managing customer knowledge in retail industry

By:

MUKHERJI, SOURAV

Material type:

Mixed materialsPublication details: 2013Description: 95-103Subject(s):

MARKETING

NLM classification:

658.87

In: MANAGEMENT REVIEWMSummary: Customer knowlege can be a critical source of competitive advantage in retail business. In this theoretical paper, three sources of customer lnowledge are identified in the retail environment, namely customer transactions, customer interactions and customer communities of practices. Lessons for managing these three types of knowledge are derived from knowlegdge management practices of knowledge intensive service industries such as management consulting and software development.

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Holdings
Item type	Current library	Call number	Vol info	Status	Date due	Barcode
Periodicals/Magazines	SSCBS Library		25/1	Available		P14788

Customer knowlege can be a critical source of competitive advantage in retail business. In this theoretical paper, three sources of customer lnowledge are identified in the retail environment, namely customer transactions, customer interactions and customer communities of practices. Lessons for managing these three types of knowledge are derived from knowlegdge management practices of knowledge intensive service industries such as management consulting and software development.

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