دور إدارة المعرفة في تفعيل التجارة الإلكترونية باستخدام وسائل التواصل الاجتماعي : مدخل العميل

Abstract EN

This paper aims to clarify how knowledge management contributes to e-commerce activation through customer knowledge approach by the use of social media which increasingly influences business processes.

We have concluded that the integrating of social media in knowledge management system in organizations is in two directions, the first one is to obtaining real feedback at real time that offers very important sources of knowledge about and from customer, the second is to provide customer with data and information about organization and its products, that means knowledge for customer.

Social media give novel way to communicate with customers that has not been known before, and organizations should utilize them to increase their sales especially their online sales, this is what we have already proven through some companies’ experiences and some statistics from several studies in this field, so we suggest to take this in consideration by Algerian organizations