Challenges and Stages of Development of Customer Knowledge Management in Organizations

The issue of customer knowledge management for organizations is important in terms of gaining more active participation of the customer in the realization or development of new products and services. Providing customized products and improving the quality of products and services is not possible without successful customer knowledge management. However, organizations face many problems in customer knowledge management, in this study, organizational, human and technological challenges of customer knowledge management are investigated. Then, the stages and obstacles to the development of customer knowledge management in organizations are discussed, and finally, the main process of customer knowledge management is described. The results of this study can be used by researchers and experts in this field to evaluate the common stages of customer knowledge management in any organization and the challenges that organizations may face when developing customer knowledge management, now and in the future.