Abstract:

It is evident that there is a strong competition among organizations and a sort of rapid change in the business environment and, therefore; the organizations start thinking of how to improve their processes. In this regard, Knowledge has become strategic resource of organization as the basis of competitive advantage in the organization. Therefore, Knowledge Management (KM) is viewed as one of the most interesting options as it can produce competitive Advantage. Consequently, many organizations lost sight of competitive advantage to grow and compete with domestic and global competitors. Thus, organizations try to gain it from managing Knowledge. This paper reviews process for knowledge and present suggestions for what a general process to improve customer knowledge retention should include based on analysis of various processes in the literature. The main emphasis is laid upon the concepts of Rationalize Customer Knowledge, Validation Customer Knowledge, and Scrutinize Customer Knowledge. Therefore, this paper contributes to the process of developing customer knowledge retention process. The paper will describe a more valid process to achieve customer knowledge retention.