Abstract:
The knowledge-based perspective of the firm implies that knowledge is an important asset that should be
utilized effectively in order to achieve sustainable competitive advantage and leverage customer loyalty and
satisfaction level. Integrating Customer Relationship Management (CRM) and Knowledge Management
(KM) resulted in introducing the concept of Customer Knowledge Management (CKM), which focused
on getting the maximum benefits from customer knowledge and providing customers with continuous
improvements and customized products and services. This chapter explores customer knowledge management
and its general concepts including knowledge and customer relationship management. In addition,
it reviews the goal of CKM strategy that targets organizing and integrating customer knowledge in a
manner that improves the organization?s understanding of how to serve customers by more effectively
utilizing the vital relationship between implementing CKM strategy and leveraging customer satisfaction
level. Conclusions and proposed future work are stated at the end.