Presentation of a Comprehensive Customer Knowledge Management Model in Industrial Companies Affiliated with the Mostazafan Foundation
Keywords:
Knowledge, Knowledge Management, Customer knowledgeAbstract
Objective: The aim of this research is to present a model for customer knowledge management in industrial companies affiliated with the Mostazafan Foundation. Methodology: This research is applied in purpose and descriptive-analytical in nature. The research method is qualitative. The statistical population consists of academic experts and managers of industrial companies affiliated with the Mostazafan Foundation, from which 12 individuals were selected using the snowball sampling method and theoretical saturation. The tool for collecting qualitative data is a semi-structured interview based on theoretical foundations. The analysis method for this section is grounded theory. Findings: The results of this section of the study are presented in the form of four main categories and 19 subcategories. The identified factors include: assessment of the current state of knowledge in the organization, knowledge collection, documentation, and transfer, effective communication with customers and a complete understanding of their needs and interests, focusing on the process of knowledge creation around the customer, psychological examination of customers and customer behavior analysis, customer feedback strategy (via surveys, comments, feedback, and interviews), focusing on the company's knowledge products, reviewing the history of current customers (previous purchase behaviors), utilizing creative ideas about products and services, focusing on the education of knowledge transfer and management methods, strengthening technological infrastructures, collaboration with customers in creating shared value, comparing sales of new products with competitors' products, measuring the extent of achieving the set goals, increasing efficiency in customer service and customer orientation, digital self-service tailored to the customer (in customer support), intelligently transferring customer requests to the relevant expert, creating the maximum value from knowledge and knowledge management at a strategic level, and increasing quality and speed in decision-making and customer service. Conclusion: The results of this research provide a comprehensive customer knowledge management model that can enhance communication, customer satisfaction, and the performance of industrial organizations affiliated with the Mostazafan Foundation.
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Copyright (c) 2025 Alireza Nezhadafshar, Mahmoud Ahmadi Sharif, Farzad Asayesh, Alireza Rousta (Author)
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