Customer-Centered Knowledge Management Modeling Using a Systematic Literature Review
Keywords:
Modeling, Customer-Centered Knowledge Management, Systematic Literature ReviewAbstract
In this study, a qualitative approach and a systematic literature review method were employed to identify the components of a customer-centered knowledge management model. The search process was conducted based on the PRISMA framework, and reputable scientific articles published between 2000 and 2025 were collected from recognized academic databases. Following the initial search, which identified 450 articles, duplicate records were removed (120 articles), title and abstract screening was conducted (200 articles excluded), and full-text assessment was performed (75 articles excluded). Ultimately, 55 articles were included in the final stage of analysis. The inclusion criteria comprised peer-reviewed articles directly related to customer-centered knowledge management and those with accessible full texts, whereas irrelevant, duplicate, or methodologically weak studies were excluded. Content analysis of the selected articles was conducted through the extraction of initial codes derived from meaningful expressions, and codes with the highest frequency of occurrence were prioritized. Subsequently, these codes were categorized into principal components based on semantic similarity and thematic alignment. The findings led to the identification of twelve key components: customer-centered knowledge management processes, continuous customer feedback, customer behavioral data, customer needs assessment, demographic data, customer experience analysis, customer lifecycle management, customer-oriented organizational learning, market and competitor knowledge with a customer orientation, customer-related organizational knowledge management, digital customer knowledge management, and customer-centric product/service analysis. These components provide a comprehensive framework for understanding and implementing customer-centered knowledge management and can serve as a foundation for developing evidence-based organizational strategies and achieving sustainable competitive advantage.
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Copyright (c) 2025 Yasaman Rezayazdi (Author); Nader Sheikholeslami Kandelousi; Maryam Khademi, Nazanin Pilevari (Author)
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
