Gibbert, Michael; Leibold, Marius; Probst, Gilbert - In: European Management Journal 20 (2002) 5, pp. 459-469
what our customers know.' The authors discuss the concept of Customer Knowledge Management (CKM), which refers to the … management of knowledge from customers, i.e. knowledge resident in customers. CKM is contrasted with knowledge about customers, e ….g. customer characteristics and preferences prevalent in previous work on knowledge management and customer relationship …