面向供应链的客户知识管理  

Supply-Chain-Oriented Customer Knowledge Management

作　　者：于涤[1] 王建宇[1] 

机构地区：[1]东北大学工商管理学院,辽宁沈阳110004

出　　处：《科技进步与对策》2005年第3期18-20,共3页Science & Technology Progress and Policy

摘　　要：目前的市场竞争已经从企业之间的竞争转变为一组企业的供应链同其它几组企业供应链之间的竞争。从供应链的角度有效地管理客户知识对提高企业成本有效性和供应链效率至关重要。给出了供应链中客户知识的概念;提出面向供应链,客户知识可分为基本信息知识、交互知识、流程知识、行业知识;在分析了客户知识管理与供应链管理关系的基础上,进一步给出了面向供应链的客户知识管理过程框架,并结合实际案例作了相应的分析。The current market competitions are the competitions of supply chain among enterprises.From supply chain's perspective,it is crucial to manage customer knowledge efficiently in order to improve the cost and supply chain efficiencies.This paper comes up with the concept of customer knowledge in supply chain.Based on supply chain,customer knowledge is divided into basic information knowledge?interaction knowledge?flow knowledge and industry knowledge.Then this paper analyzes the relation between customer knowledge management and supply chain management,giving the customer knowledge management process framework based on supply chain.And at the same time, this paper gives a corresponding case study.

关 键 词：客户知识管理 客户知识 供应链 供应链管理 

分 类 号：G302[文化科学]