Knowledge Customer Management -Customer Dealership Process

  • Dr. Tan Thai Soon


This article looks into the use and application of Knowledge Management
Process (KM Process) in customer management. This concept was first
introduced in my book (Tan, 2013), by incorporating the four perspectives of
knowledge processes. These were referred to as the `4 Cs`: Knowledge
Creation, Knowledge Conversion, Knowledge Communication and
Knowledge Change.

In applying the original four perspectives of knowledge processes in
knowledge customer management, the adapted process is referred to as a
“Customer-Dealership Process” ™: these include Knowledge Creation
(customer acquisition), Knowledge Conversion (customer development),
Knowledge Communication (customer retention) and Knowledge Change
(customer re-engagement). The changed process is set out in figures 1 and 2

How to Cite
THAI SOON, Dr. Tan. Knowledge Customer Management -Customer Dealership Process. Asian Institute of Knowledge Management, [S.l.], v. 3, n. 1, p. 10, aug. 2017. ISSN 2289-6287. Available at: <>. Date accessed: 07 july 2020.