工商管理学院知识库

知识经济时代，企业欲想为客户提供更好的服务、获取更持久的竞争优势，必须管理和运用好客户知识资源。客户知识大致可分三类，即：客户需要的知识、关于客户的知识和来自客户的知识，故客户知识管理过程主要包括对客户知识的获取、整理、分析、共享、存储、应用和创新等环节。人力资源公司作为专业为客户提供人力资源外包服务的公司，其对客户知识的掌握、分析和创新状况直接关系到公司服务水平的高低和客户对公司提供服务的满意程度以及继续合作意愿等重大问题，因此，人力资源公司的知识管理现状受到了越来越多的关注和重视。

本文首先通过分析经济社会发展现状和企业实施客户知识管理的重要意义，阐明了文章的选题背景、研究意义和目前国内外的研究现状，并对涉及到的客户知识、知识管理、客户关系管理和客户知识管理等概念和理论基础作了介绍。接着，对本文选取的研究对象甘肃安博人力资源服务公司基本情况和客户知识管理现状进行了介绍。然后，文章引入SECI模型、主体分析模型、成熟度分析模型，在结合研究实际调整优化基础上，组合构建了针对安博公司的客户知识管理成熟度分析模型，列出数据统计、分析的规则和结果，确定目前安博公司客户知识管理水平处在“规范级”，在此基础上文章将相关数据引入象限，分析指出了安博公司提升客户知识管理水平到更高一层“协作级”需要改进的薄弱环节和存在的问题。最后，文章根据之前的一系列分析研究结果，向安博公司针对性提出了优化人员激励管控办法、优化交流共享机制、优化员工技能培养方式、优化现代信息技术应用等4条客户知识管理优化策略，并陈述了研究结论和未来展望。

In the era of knowledge economy, if enterprises want to provide better service for customers and obtain more lasting competitive advantage, they must manage and use customer knowledge resources well. Customer knowledge can be roughly divided into three categories, that is, knowledge needed by customers, knowledge about customers and knowledge from customers. Therefore, the process of customer knowledge management mainly includes the acquisition, collation, analysis, sharing, storage, application and innovation of customer knowledge. As a company specialized in providing human resource outsourcing services for customers, the mastery, analysis and innovation of customer knowledge are directly related to the company's service level, customers' satisfaction with the company's services and their willingness to continue cooperation, More and more attention has been paid to the current situation of knowledge management in human resource companies.

This paper first analyzes the current situation of economic and social development and the significance of implementing customer knowledge management in enterprises, expounds the background of topic selection, research significance and current research status at home and abroad, and introduces the concepts and theoretical basis of customer knowledge, knowledge management, customer relationship management and customer knowledge management. Then, it introduces the basic situation of Gansu Anbo human resource service company and the current situation of customer knowledge management. Then, the paper introduces SECI model, subject analysis model and maturity analysis model, and constructs the maturity analysis model of customer knowledge management for Ambo company on the basis of actual adjustment and optimization, lists the rules and results of data statistics and analysis, and determines that the current level of customer knowledge management of Ambo company is at the "standard level", On this basis, the paper introduces the relevant data into the quadrant, analyzes and points out the weak links and existing problems of Anbo company to improve the level of customer knowledge management to a higher level of "collaboration level". Finally, according to the previous series of analysis and research results, this paper puts forward four customer knowledge management optimization strategies to Ambo company, including optimizing staff incentive management and control methods, optimizing communication and sharing mechanism, optimizing staff skills training methods, and optimizing the application of modern information technology, and states the research conclusions and future prospects.