Customer Knowledge Management in SMEs Facing Digital Transformation

被引：65

作者：

Castagna, Francesco ^{[1
]}

Centobelli, Piera ^{[1
]}

Cerchione, Roberto ^{[2
]}

Esposito, Emilio ^{[1
]}

Oropallo, Eugenio ^{[1
]}

Passaro, Renato ^{[2
]}

机构：

[1] Univ Naples Federico II, Dept Ind Engn, Ple Tecchio 80, I-80125 Naples, Italy

[2] Univ Naples Parthenope, Dept Engn, Ctr Direz Napoli, Isola C4, I-80143 Naples, Italy

来源：

SUSTAINABILITY | 2020年 / 12卷 / 09期

关键词：

creative industry; customer knowledge management (CKM); customer knowledge management systems (CKMSs); customer relationship management (CRM); digitalization; digital technologies; small business; survey; SOCIAL MEDIA; INFORMATION-TECHNOLOGY; ORGANIZATIONAL PERFORMANCE; EXTERNAL KNOWLEDGE; MEDIUM ENTERPRISES; FIRM PERFORMANCE; OPEN INNOVATION; IMPACT; WEB; ENTREPRENEURSHIP;

D O I：

10.3390/su12093899

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

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 pointed out that in a few years the scenario has changed and that surveyed SMEs make more intensive use of traditional technologies supporting customer knowledge management processes rather than more innovative digital technologies, which are also cheap and easy to use. This finding showed the difficulties of SMEs operating in creative industries to be responsive to the rapid technological changes that are affecting CKM, as well as the lack of support from information technology vendors in the decision-making process for choosing adequate digital systems.

引用

页数：16

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