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Title: Applying customer knowledge management to alignment and integration of strategy maps
Authors: Li, Eldon Y.;Huang, Xiao Jing;Weng, T.C.
Contributors: 資管系
Keywords: Electronic commerce;Information retrieval;Knowledge acquisition;Public relations;Sales;Customer knowledge;Customer knowledge management;Customer relationships;Information extraction systems;Products and services;Strategy map;Data mining
Date: 2013-12
Issue Date: 2015-05-28 16:59:50 (UTC+8)
Abstract: Customer knowledge refers to understanding customers' needs, wants and aims. It is essential for an organization to align its processes, products and services to build customer relationships. Managers need to understand how the acquisition and use of customer-related knowledge create value for the organization. Customer knowledge management (CKM) is a strategy that focuses on the task of gathering information including finding effective ways to extract data from customers as well as to locate and absorb information from other sources. This paper builds an information retrieval (IR) and information extraction (IE) system to analyze customer knowledge from the Web. The system is designed to assist organizations in conducting the alignment and integration of strategy objects in strategy maps.
Relation: Proceedings of the International Conference on Electronic Business (ICEB), 2013, 233-239, 13th International Conference on Electronic Business, ICEB 2013; Singapore; Singapore; 1 December 2013 到 4 December 2013; 代碼 105791
Data Type: conference
Appears in Collections:[資訊管理學系] 會議論文

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