Abstract:

Customer knowledge is an intangible asset that can be applied for knowledge creation in organizations.  In this paper we connected the SECI model to different aspects of Customer Relationship Management (CRM). For each mode of knowledge conversion we discussed knowledge relationship management to create a suitable Ba for better knowledge creation. Loyal and satisfied customers can provide a suitable Ba for creation of tacit and explicit knowledge for new customers and product development team. Continuous relationship with these customers can provide a good Ba.  Developed information systems and knowledge bases are necessary for creation of new explicit and tacit knowledge. These systems provide a context for combination and externalization and also internalization.  Advertisements can provide a good Ba for creation of tacit and explicit knowledge for customers.