Investigation of Customer Knowledge Management (CKM) Dimensions: A Survey Research

Ali Sanayei, Majid Sadidi


Nowadays, regarding its widespread and extensive competition, polymeric fittings and pipe industry is in need of
using applicable systems in identifying, attracting, and retaining customers. Therefore, Customer Knowledge
Management (CKM) system, which aims at promoting and perfecting the quality of customer-organization
inter-relation, can be of great help and assistance to those organizations dealing with this type of industry.
Consequently, the aim of the present article is to investigate and assess the four dimensions of CKM in
polymeric pipe & fitting manufacturers in one of the strongest and most active centers, Isfahan province. The
results reveal that the organizations dealing with this type of industry are demonstrating a very weak and feeble
connection among the four dimensions of Content, Competence, Collaboration, and Composition of CKM.

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