Abstract:
According to the knowledge-based perspective of the firm and as a result of the shift from industrial to
knowledge revolution, knowledge is an important asset that can be used as a tool to achieve a firm?s
strategic goals in an effective way in order to achieve sustainability, competitive advantage, and other
long-term benefits. On the other hand, the adoption of the ?customer is the king/queen? strategy makes
organizations focus on the task of gathering information about their customers that can be used in providing
those customers with continuous improvements utilizing a special type of Knowledge Management
(KM) strategy. This chapter explores customer knowledge management and its general concepts including
knowledge and customer relationship management. It also reviews several models of customer knowledge
management proposed in the literature. Conclusions and proposed future work are also discussed.