Challenges and Stages of Development of Customer Knowledge Management in Organizations

The issue of customer knowledge management for organizations is
important in terms of gaining more active participation of the customer in the
realization or development of new products and services. Providing
customized products and improving the quality of products and services is not
possible without successful customer knowledge management. However,
organizations face many problems in customer knowledge management, in
this study, organizational, human and technological challenges of customer
knowledge management are investigated. Then, the stages and obstacles to
the development of customer knowledge management in organizations are
discussed, and finally, the main process of customer knowledge management
is described. The results of this study can be used by researchers and experts
in this field to evaluate the common stages of customer knowledge
management in any organization and the challenges that organizations may
face when developing customer knowledge management, now and in the
future.