customer knowledge

The aim of this research is to present a model for customer knowledge management in industrial companies affiliated with the Mostazafan Foundation.

This research is applied in purpose and descriptive-analytical in nature. The research method is qualitative. The statistical population consists of academic experts and managers of industrial companies affiliated with the Mostazafan Foundation, from which 12 individuals were selected using the snowball sampling method and theoretical saturation. The tool for collecting qualitative data is a semi-structured interview based on theoretical foundations. The analysis method for this section is grounded theory.

The results of this section of the study are presented in the form of four main categories and 19 subcategories. The identified factors include: assessment of the current state of knowledge in the organization, knowledge collection, documentation, and transfer, effective communication with customers and a complete understanding of their needs and interests, focusing on the process of knowledge creation around the customer, psychological examination of customers and customer behavior analysis, customer feedback strategy (via surveys, comments, feedback, and interviews), focusing on the company's knowledge products, reviewing the history of current customers (previous purchase behaviors), utilizing creative ideas about products and services, focusing on the education of knowledge transfer and management methods, strengthening technological infrastructures, collaboration with customers in creating shared value, comparing sales of new products with competitors' products, measuring the extent of achieving the set goals, increasing efficiency in customer service and customer orientation, digital self-service tailored to the customer (in customer support), intelligently transferring customer requests to the relevant expert, creating the maximum value from knowledge and knowledge management at a strategic level, and increasing quality and speed in decision-making and customer service.

The results of this research provide a comprehensive customer knowledge management model that can enhance communication, customer satisfaction, and the performance of industrial organizations affiliated with the Mostazafan Foundation.

Achieving customer satisfaction is the most important factor in competition among organizations. Therefore, knowing the level of customer satisfaction is very important for managers. Companies active in the insurance industry and also insurance managers need to know the level of satisfaction of policyholders to improve their activities, but before that, to measure the satisfaction of policyholders, there is a need to identify the factors that affect the satisfaction of policyholders such as value creation, customer knowledge, and service innovation. The purpose of this research is to investigate the effect of service innovation on customer satisfaction with the mediating role of value creation and customer knowledge in the insurance industry.

The current research is applied in terms of purpose and is a quantitative research in terms of descriptive-correlation data collection and data analysis. The statistical population under study includes all the insurance policyholders of Sarmad Insurance whose place of business is Shahid Hashminejad Refinery in Mashhad. Using the available non-random sampling method and Cochran's formula, 132 people were selected as the statistical sample size of the research. The most important tool for collecting information in the field section was questionnaire. To analyze the data, the structural equation technique was used using Smart PLS software.

The results of data analysis showed that service innovation has a positive and significant effect on customer satisfaction of Sarmad Insurance Company. Also, the positive and significant effect of service innovation on customer knowledge and customer value creation was confirmed. Based on the obtained results, it was found that customer knowledge has a positive and significant effect on customer satisfaction with Sarmad Insurance Company. The positive and significant effect of value creation on customer satisfaction was confirmed. The mediating role of the customer value creation variable in the effect of service innovation on customer satisfaction of Sarmad Insurance Company was confirmed. Finally, it was found that customer knowledge mediates the effect of service innovation on customer satisfaction of Sarmad Insurance Company.

The results of the research can help the managers of all insurance companies in general and the managers of Sarmad Insurance Company, in particular, to try to create value for customers by adopting strategies ultimately leading to enhancing customer satisfaction. Also, improving the level of customers' awareness and knowledge of insurance products and services will increase the attraction of insurance policyholders and their investment in the company. For this purpose, it is suggested that Sarmad insurance managers create value for customers through measures such as personalization and customization of insurance products and services. It seems that conducting continuous surveys is a good way to record the views, opinions, suggestions, and criticisms of customers, to correct the weaknesses and shortcomings, and to identify customers' needs   for designing products. It is also recommended that Sarmad Insurance managers provide useful information about Sarmad Insurance products and services to policyholders through various sources and tailor-made advice.

The present study investigates the impact of customer relationship management (CRM) as mediating variable on the relationship between customer knowledge management (CKM) and new product development (NPD). The research is applied in terms of purpose and descriptive-survey in nature. The statistical population of the research is the active companies of Khuzestan and West Azarbaijan province, among which 169 companies were selected as a sample based on Morgan Table, which sampling has been available. The data collection tool was a standard questionnaire which has taken of literature. The dimensions of customer knowledge management variable, including knowledge about the customer, from the customer, and for the customer, respectively, have been measured based on the scales of Buchnoska (2011), Moosakhani, Haghighi, and Torkzadeh (2012), and Shami Zanjani and Najafloo (2011). The dimensions of customer relationship management variable including information, value, and multi-channel communication have been measured according to the scales of Kohli and Jaworski (1990), Jarvis, et al. (2003), and Jindal, et al. (2007). Also, New Product Development variable has been measured based on the scale of Cooper and Kleinschmidt (1995). To analyze the data, partial least squares method and SmartPLS software were used. Data reliability examination using Cronbach's alpha coefficient and composite reliability test showed that the lowest value of Cronbach's alpha is related to the variable of customer knowledge with a value of 0.775 and the lowest value of composite reliability is related to the variable of customer knowledge with a value of 0.843. Therefore, the reliability of all variables was confirmed. The results showed that the path coefficient of CKM-CRM and CKM-NPD has been 0.833 and 0.612, respectively, the path coefficient of CRM-NPD has been 0.774, and the mediating effect of CRM on the CKM-NPD relationship has been 0.648. So all cases are significant at the 5% error level. These findings have several important scientific and practical implications, and therefore it is suggested that companies pay special attention to the importance of customer relationship management in activating knowledge management talent and new product development.

The purpose of this study is to examine how electronic customer relationship management affects marketing performance, with a particular focus on the mediating influence of product innovation and the significance of customer knowledge. The research method is a descriptive survey and applicable in terms of purpose. The statistical population of the study includes managers and supervisors of Dana Insurance's central office, branches, and representatives in Mashhad. Based on Morgan's table, 165 samples were simple-randomly selected. Data were collected through a standard questionnaire and then analyzed using structural equation modeling (SEM) through Smart PLS 3 software. The findings demonstrate that electronic customer relationship management significantly and positively influences product innovation development. Furthermore, product innovation development has a positive and significant effect on marketing performance. Additionally, customer knowledge positively and significantly affects both marketing performance and product innovation development. In conclusion, both electronic customer relationship management and customer knowledge play a vital role in positively and significantly influencing marketing performance through the development of product innovation.

The purpose of this study was to explain the effect of customer knowledge on improving the quality of services in the hotel industry with the mediating role of customer relationship management. The type of research was applied in terms of purpose and descriptive-correlational in terms of the nature of the method.The statistical population of the study was the customers of Sarein hotels. Simple random sampling method was used for sampling and Cochran's formula was used to select the sample size. Due to the infinity of the statistical population, the sample size was 384 people. Collection of required data using three standard questionnaires, customer knowledge (Tseng & HongWu, 2014); Customer relationship management (Abbasi,2011) and service quality questionnaire (Stefano et al.,2015) were performed. Validity was assessed using confirmatory factor analysis and reliability was assessed by Cronbach's alpha. Data analysis was performed using structural equation modeling approach using SPSS and PLS software. According to the research findings, customer knowledge has a positive and significant effect on the quality of services in the hotel industry and between the dimensions of customer knowledge, the dimension of effective communication is the most effective dimension on service quality. Customer relationship management also plays a mediating role between customer knowledge and service quality of the hotel industry, The findings of this study can be effective in moving the hotel industry to pay more attention to customer knowledge and improve the quality of services in the hotel industry.

The objective of this paper was to design a model of the impact of customer knowledge on corporation performance and analogy with performance aspects based on the Balanced Scorecard framework in IT security companies. For this purpose, IT industry security experts were interviewed based on the grounded theory approach. The model of the effect of customer knowledge on the performance of the organization by open, axial, and selective coding with a paradigmatic approach was drawn and the components of this model were compared with the balanced scorecard model. The results of this study, in addition to presenting the model of the effect of customer knowledge on the corporation performance aspects, showed that customer knowledge affected all four aspects of financial performance, customer, internal processes, and growth and learning based on the BSC model. This study also showed that in order to influence performance by customer knowledge, knowledge maturity and customer knowledge maturity are needed. According to research results, IT security companies can improve the financial performance index in addition to improving performance indicators by creating and developing customer knowledge management. This article is one of the first studies regarding the impact of customer knowledge on the performance of corporations in the four perspectives of the BSC model that thoroughly shows the effect of customer knowledge on the performance of the corporation.

Today, knowledge resources of organizations are is considered as a powerful driver for promoting innovation and performance enhancement. Accordingly, this research is to investigate the effects of customer knowledge management on sale performance and innovative performance.

The research method is descriptive and correlational. The population of the research consists of 900 sellers of Beh pakhsh Corporation. A sample of 270 subjects was selected as statistical sampling. The required Data are collected through questionnaire. analyzed through Structural equation model by means of LISREL and SPSS software.

all studied aspects of customer knowledge have positive effects on the innovative and sale performance of the corporation. In addition, innovative performance can improve the sale performance of the distribution corporations.

Recognizing the needs, issues, ideas, and knowledge of customers is a valuable resource. Effective management of the knowledge can help promote sustainable productivity of organizations in competitive environments.