摘要
隐性客户知识分为客户难以表达的技术诀窍、客户心智模式、客户处理问题的方式及客户团体惯例四种类型。隐性客户知识的价值性、稀缺性、不可完全模仿性和不可等效替代性特征是产生持续竞争优势的前提。企业必须拓宽隐性客户知识的获取途径,建立隐性客户知识的转化机制。
Tacit customer knowledge is composed of skills customers cannot express,customer mental models,ways of approaching problems of customer and customer team routines.Based on the fact that tacit customer knowledge is valuable,rare and very difficult to be copied and imitated by other firms,it can bring sustainable competitive advantage.In order to obtain the outcome,the enterprises must widen obtaining ways of tacit customer knowledge and build transformation mechanism of tacit customer knowledge.
出处
《江苏经贸职业技术学院学报》
2007年第4期37-39,共3页
Journal of Jiangsu Institute of Commerce
关键词
客户知识
隐性客户知识
持续竞争优势
customer knowledge
tacit customer knowledge
sustainable competitive advantage
