客户知识管理中的知识流动分析

文章从知识流动的视角，给出了客户知识管理的概念，认为客户知识管理是通过企业与客户的互动、交流和学习，获取、整合、共享和利用客户知识，实现知识的增值与价值的转化的活动，其本质是对客户与企业间的知识流动进行引导和管理。主要探讨了客户知识管理活动中的知识流动机制，分析了知识流动的途径、规律和效果。参考文献10。

Analysis of Knowledge Flowing in Customer Knowledge Management

The paper introduces the conception of customer knowledge management, and considers that customer knowledge management is an activity which the enterprises capture, integrate, share and utilize customer knowledge through interactions with customers and learning from customers. And in this way, customer knowledge and its value can be added. And the authors also think the essence of customer knowledge management is to guild and manage the knowledge transfer between customers and enterprises. And the mechanism of knowledge transfer is discussed in the paper. 10refs.