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Business-IT Alignment in PSS Value Networks - Linking Customer Knowledge Management to Social Customer Relationship Management
2015
Proceedings of the 17th International Conference on Enterprise Information Systems
Offering a PSS that is based on co-creating value with customer, starts with understanding customer needs. Customer understanding is realized through the process of managing customer knowledge across a PSS value network. In this respect, customer knowledge management (CKM) is seen as a core business capability. We extend the notion of CKM capability to a PSS value network, defining it as a value network CKM (VN-CKM) capability. We also look at the supportive IT capability, which we define as
doi:10.5220/0005370002490257
dblp:conf/iceis/BagheriKT15
fatcat:yjz25htnlzglfkdecvzhw3snja