The effect knowledge process on customer knowledge expansion

The paper aim is to investigate how knowledge process from customers is used in practice by Jordanian companies to achieve customer knowledge expansion. One hundred and fifty six questionnaires drawn randomly reported and investigated from three software business solution companies developing Customer Relationship Management (CRM) system, and four companies using it. Results from analysis pointed that the knowledge process from customers had a positive effect on customer knowledge expansion. The paper also confirmed the hypotheses of the effect of knowledge processes from customers on customer expansion. The findings did reveal the potential relationship between the knowledge processes from customers and customer expansion. It also provides advice for the Information Technology (IT) Industry as to how an analytical knowledge process from customers should be taken into account in developing countries to attain proper customer knowledge expansion because of cultural, social and educational disparities.