| Summary: | 碩士 === 亞洲大學 === 資訊科學與應用學系碩士班 === 95 === Along with the development of consumer’s knowledge and the competition of market, enterprises need to focus on the demands of consumers in order to have more their support. In addition, since Internet and information system nowadays develop well, all aspects of information which are relative to customers are paid attention by enterprises. However, the enterprise could gather unsuitable information via Internet, and then it could cause them have wrong business strategy. Traditional KM can manage and share knowledge assets of enterprise and employees systematically, but could ignore customers’ knowledge. The CRM can help enterprises have well interaction with customers via communication, and implement effective marketing activities to satisfy their customers. On the other hand, it can not accumulate and manage more knowledge about customers. Through integrating KM and CRM, it integrates the knowledge assets of enterprise, employees, and customers, and then attracts more customers. There are few researches focus on customer’s demand, combine KM and CRM, and then manage customer’s knowledge.
According to the previous problem, this research attempts to create a system of Customer Demand-Oriented Knowledge Management (CDKM), and use case study to verity the feasibility of the system. In the process of system building, this research adopts knowledge flow of For, From and About to elicit the demand of customer, implement initial and advance classification, classify and define customers’ demands, and then storage this information into the knowledge base. Furthermore, this research can prove the importance and reliability of the knowledge of enterprise and customer. It can assist enterprise and employees in gathering customer’s information easily, and develop product and service which are suitable to customer’s demand.
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