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Customer Knowledge Management in SMEs Facing Digital Transformation

descriptionPublicationkeyboard_double_arrow_right Article , Journal , Other literature type 10 May 2020 Italy Publisher:MDPI AGJournal:Sustainability, volume 12, page 3,899 (eissn: 2071-1050,

Authors: Castagna F.; Centobelli P.; Cerchione R.; Esposito E.; Oropallo E.; Passaro R.;

doi: 10.3390/su12093899

handle: 11588/808519 , 11573/1708325 , 11367/87301

Customer Knowledge Management in SMEs Facing Digital Transformation

- Summary
- Subjects
- Metrics

Abstract

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.

Country

Italy

Related Organizations

Keywords

Customer knowledge management systems (CKMSs), creative industry; customer knowledge management (CKM); customer knowledge management systems (CKMSs); customer relationship management (CRM); Digital technologies; Digitalization; Small business; Survey, TJ807-830, customer knowledge management systems (CKMSs), TD194-195, digitalization, Renewable energy sources, Creative industry, Creative industry; Customer knowledge management (CKM); Customer knowledge management systems (CKMSs); Customer relationship management (CRM); Digital technologies; Digitalization; Small business; Survey, survey, GE1-350, Survey, Small business, digital technologies, Environmental effects of industries and plants, customer relationship management (CRM), Digitalization, Environmental sciences, small business, Customer knowledge management (CKM), creative industry, Digital technologies, Customer relationship management (CRM), customer knowledge management (CKM)

Impact byBIP!

	citations This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).	82
	popularity This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.	Top 1%
	influence This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).	Top 10%
	impulse This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.	Top 1%