إدارة معرفة الزبون كأداة لزيادة ولائه

الملخص EN

Regarding to the changes that take place in business environment nowadays, the different companies must take care of knowledge and effectively managing it.

The most important kind of knowledge is the customer one, which is the most important companies keys that is used to give competitive products and services.

that’s why this research to highlight the theoretical background of CKM by determining the given concepts, also illustratin g its dimensions and challenges, in addition to explaining the loyalty customer.

The study came to the truth that CKM is the beneficial those sides the customer and company as well.

Also it increase his loyalty by observing his expectations and embodying it in products and services that satisfied him a n d d e c r e a s e h i s c o m p l a i n t s.