Identifying and validating Customer Knowledge Management(CKM) implementation mechanisms in Private Banking Sector

Many organizations that have implemented customer knowledge management have faced the problem of what mechanisms can be used to implement customer knowledge management in the organization and despite the benefits of implementing customer knowledge management, due to unfamiliarity with the mechanisms, many of the projects fail. On the other hand, research in the field of customer knowledge management has partially looked at this issue. Given the existing problems of organizations in the field of implementing customer knowledge management and the shortcomings of existing studies, this research using mix method, In the qualitative stage, by a theoretical sampling of academic experts with related scientific backgrounds and history of banking, along with managers and senior experts, identified the mechanisms of implementing customer knowledge management; And in the second stage, the quantitative stage, by a purposeful sampling of managers and senior marketing and public relations experts and other related units in private commercial banks, has examined the validity of the mechanisms identified in the first stage. Based on the research results, the validity of 69 mechanisms such as service comparison, customer review and scoring, forums and kiosks, was approved according to the conditions prevailing in private commercial banks for the implementation of customer knowledge management that relevant stakeholders can use to establish.