The tools and methods of capturing knowledge from customers: empirical investigation

Dmitry Kudryavtsev, Nikita Plyasunov, Liudmila Kokoulina
2017 Proceedings of the 2017 Federated Conference on Computer Science and Information Systems  
The goal of this research is to investigate the process of customer knowledge capturing, specifically knowledge coming from customers. We identified and classified tools and methods of capturing knowledge from customers. Both general tools from knowledge management and specialized ones from marketing research were considered. Besides, we aligned these tools and methods with the contextual factors using case studies from electrotechnical and software development industries, thus, the
more » ... us, the corresponding decision tree was suggested.
doi:10.15439/2017f72 dblp:conf/fedcsis/KudryavtsevPK17 fatcat:5rdmt3765na33istavwplxhkse