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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, thedoi:10.15439/2017f72 dblp:conf/fedcsis/KudryavtsevPK17 fatcat:5rdmt3765na33istavwplxhkse