Designing a model to measure the maturity of customer knowledge management in the rail transportation industry (I.I. R. Railway Company)

One of the most valuable capabilities, abilities and assets in the competition to gain a competitive advantage and the most preferred type of knowledge management activity that has attracted much attention today is customer knowledge. And in this regard, many organizations and companies use the customer knowledge management approach in order to take advantage of customer knowledge. Accordingly, the purpose of this paper is to develop a model to measure the maturity of customer knowledge management in the rail transport industry (I.I.R. Railway Company) that using the qualitative method based on grounded theory or data theory, the final proposed model Validated and approved. Using grounded theory method, the collected interview files were analyzed and after completing the coding process in three sections of open, axial and selective coding, the components and dimensions of the customer knowledge management maturity model were extracted. Based on the results of the research, the IRA Railway Company can improve the performance indicators by creating and developing customer knowledge management and implementing desirable and appropriate knowledge measures in accordance with customer opinions, and by holding training courses. To the human resources working in different units to become more familiar with the topics of customer relationship management and customer knowledge management, to strengthen them to acquire and use knowledge resources.