Customer knowledge management in SMEs facing digital transformation
This paper provided a novel definition of customer knowledge management (CKM) as the
logical intersection of customer relationship management (CRM) and knowledge
management (KM). The main aim was to investigate the digital technologies supporting
small and medium enterprises (SMEs) operating in creative industries in their customer
knowledge management strategies. To achieve this aim, a survey involving 73 handicraft
and/or retail SMEs operating in luxury jewelry industry was conducted. The survey results …
logical intersection of customer relationship management (CRM) and knowledge
management (KM). The main aim was to investigate the digital technologies supporting
small and medium enterprises (SMEs) operating in creative industries in their customer
knowledge management strategies. To achieve this aim, a survey involving 73 handicraft
and/or retail SMEs operating in luxury jewelry industry was conducted. The survey results …
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