Extracting knowledge from customer experiences

Theoretical Study

Abstract

This study aims to identify the methods, tools, and information systems that can be used to extract knowledge from customer experiences as one of the most important sources of external knowledge to develop and improve the quality of services and create new services by organizations. Therefore, this study sheds light on these methods and tools using an analysis approach Content to collect these tools and see their benefits to the organization. A set of electronic and non-electronic tools has been reached by analyzing a set of customer knowledge management models, particularly the star and butterfly models. A set of knowledge extraction systems has also been reached that support the extraction of knowledge from customer experiences and thus help organizations to absorb customers, reduce inquiries, and improve customer engagement.