Proposing a Model for Customer Knowledge Management in Post Bank of Iran

Customer knowledge management is defined as systematic process of collecting, preserving, sharing and utilizing of customer knowledge with the help of information technologies in order to build up and maintain enduring relationship with them. Although organizations admit the importance of knowledge and its management in competitive market, customer knowledge management enhancement isn’t as fast as it is expected. The aim of this study is to identify influential factors in customer knowledge management. Based on a literature review and expert interviews, 8 influential factors in customer knowledge management are identified.  These factors include identifying and supporting knowledge- based customers, acquire and keep customer, motivating customer, IT Infrastructures, evaluating and transferring customer’s knowledge, relationship with other sections, participation of customers, and intra-organizational factors. After identifying these factors and their related components, the questionnaire were distributed among 265 employees of Tehran Post Bank that were selected by stratified random sampling.  The confirmatory factor analysis which is performed by Smart PLS software used to analysis the data. The results showe acceptable goodness of fit indices for the data. Also, the results of analysis indicate that items loaded on 8 factors. Finally, factors are prioritized on the basis of the results of the data analysis.