信息经济时代的客户知识模型

客户知识由客户界定，沟通渠道，客户需求，客户行为以及客户赢利价值五个层次组成。其中每个知识层次都是包含该层次具体内容的客户知识子集。客户知识的掌握是一个过程，它从了解客户的基本信息以实现对客户进行界定开始，到识别客户对企业的赢利价值这一客户知识的核心。客户知识是制定“以客户为中心”的整合营销行动计划的基础。

A Model of Customer Knowledge in the Information Age

Customer knowledge consists of five levels that are customer identification,communication channel, customer needs and wants,customer behavior,and customer value of profitability. Each level is the subset with concrete details of customer knowledge. To acquire customer knowledge is a process. It begins from identifying the customer to recognize the value customer brings. Customer knowledge is the fundament of preparing a customer oriented intgerated marketing plan.