A knowledge management process to customer knowledge expansion

Over the past several years there have been intensive discussions about the importance of Knowledge Management (KM) within our society. The management of knowledge has been promoted and recognized as a vital component for the development of dynamic core competencies and, more generally, as a determinant factor for firms with global ambitions It is also as an important source of competitive advantage and value creation, moreover, knowledge that firms acquire is a dynamic resource that needs to be promoted and managed carefully. The aim of this paper is to present a conceptual framework of customer knowledge expansion to improve customer knowledge expansion. The main emphasis is laid upon the concepts of customer knowledge codification, customer knowledge representation, customer knowledge sharing, and customer knowledge application. Therefore, the paper will describe a more valid process to achieve customer knowledge expansion.