A Theoretical Perspective on the Relationship between Knowledge Management Systems, Customer Knowledge Management, and Firm Competitive Advantage

The role of IT in applying knowledge varies from providing access to sources of knowledge, and gathering, storing, and transferring knowledge, to supporting the development of individual and organizational competencies.

Abstract

The hierarchical construct, from data to information to knowledge, is well known in the IT field. While data is seen as text in a database, knowledge is considered a renewable and reusable asset, which is valuable to a firm, and is enhanced with an employee’s experience. In addition, the role of IT in applying knowledge varies from providing access to sources of knowledge, and gathering, storing, and transferring knowledge, to supporting the development of individual and organizational competencies. Explicit knowledge tends to be considered anything that can be documented, archived, or codified; It can be contained within artefacts like paper or technology. Tacit knowledge is more difficult to qualify, and is retained by people in their minds. Hence, it is the product of their experiences and