Organizations which provide electronic services do not have a logically structured strategy for implementing Customer Knowledge Management through Social media (SCKM). By assessing the position of SCKM, organizations can have a clear understanding of their maturity level and find their future...

Customer knowledge has received little attention in the knowledge management literature. The authors of this exploratory study argue that practices in marketing and customer relationship management have not been able to capture knowledge from customers that comes from social interactions with...