Abstract:

Customer knowledge sharing management (CKSM) creates new knowledge sharing platforms and processes between insurance companies in Jordan and their customers. It is a continuous strategic process by enabling customers to move from passive knowledge sources and recipients of services to active knowledge partners in services development. This study investigates significant contribution to KM and CRM field as an integration strategy between customer knowledge sharing (CKS) and customer relationship management value strategy (CRM) to developed conceptual model. Proposed model incorporates principles of knowledge sharing strategies and customer relationship management value strategies potentially powerful competitive strategy and contributing to improved competitive advantage of Jordanian insurance companies. Structural equation modeling (SEM) was used to infer fitting proposed model.