Customer Knowledge Management and Research in E-Commerce Environment

Knowledge management is an increasingly important source of competitive advantage for organizations. Knowledge embedded in the organization's business processes and the employee's skills provides the firm with unique capabilities to deliver customers with a product or service. Meanwhile, with the rise of business-to-customers (B2C) E-commerce in recent years, demand for high quality of E-commerce website service has increased. Customer knowledge has been increasingly recognized as a key strategic knowledge resource in organizations. This paper addresses these problems by researching knowledge management in e-commerce and identifying strategies that are currently in use. We will demonstrate how companies can benefit by adopting strategies that harness the potential of knowledge management technologies to transform their e-business activities. We define customer knowledge management as well as provide an overview of it in e-commerce. Finally, we suggest some strategies that can overcome the losing customer problem and limitations in systems presently in use as well as implications for future knowledge management development.