Zarządzanie relacjami z klientem oparte na wiedzy (koncepcja CKM)

The author presents the concept of Customer Knowledge Management (CKM). He shows that through the introduction of knowledge management into CRM systems made it possible to combine the mechanistic approach, based on technology and analysis, and the data biased towards a human and his knowledge potential. An integration of the CRM concept and knowledge management by means of building a CKM model brings the significant benefit of a more extensive use of the corporate resources.