Developing a model for customer knowledge management maturity (CKM3):A study on Iranian banks

Customer knowledge is an asset that has attracted many attention. It has been determined as important information source for marketing. To gain the benefits of customer knowledge، many companies have employed customer knowledge management (CKM) approach. The present research aimed to develop a customer knowledge management maturity model which may help companies to know about their potential customer knowledge management capabilities and shortcomings. To achieve this goal، meta-analysis and Delphi approaches were used to develop the model. The developed maturity model has three dimensions (organization، tool and process) and five maturity levels (lack of awareness، defined، managed، enhanced and optimized). Data collected brom banks indicate that Iranian banks'' CKM maturity level is below the average. Althogh، the customer knowledge plays an active role in business، most of participated banks in this study have paid little attention to it.