The customer knowledge management and innovation

The customer knowledge management and innovation

1. Innovation is a key factor to increase the competitive advantage for business. When the Innovation is improved by the Knowledge Management, it does in the firms based on the sense of information: for, from and about the customers and is called: Customer Knowledge Management.

2. So, the aim of this study is to solve: which are the latent factors between Innovation and Customer Knowledge Management relationship?

   • To achieve it, a questionnaire was designed and applied to the 500 Chief Executive Officers from the small & media enterprises software sector in Guadalajara, Mexico, that are part of the value chain, involving: designers, manufacturers and suppliers

3. The study applied the Structural Equations Model as a quantitative method to discover the underlying relationships amongst the most relevant variables between Innovation on Customer Knowledge Management, as:

   • Driver of Innovation
   • Support
   • other Sources of Knowledge
   • Satisfaction
   • Experience
   • Performance

4. The Customer Knowledge Management (CKM) : CKM creates new knowledge sharing platforms and processes between companies and their customers

   • (Garcia-Murillo & Annabi, 2002) The evidence indicates that is a potentially powerful competitive tool, contributing to improved successin both senses: companies and their customers.