Customer knowledge management and open innovation strategies

Overview

The workshop will discuss the impact of customer knowledge management on open innovation strategies, and well as explore drivers of customer knowledge sharing online.

Abstract

Customer knowledge management is a new branch of knowledge management that is focused on the dynamics between a company and its potential customers. Customer knowledge management integrates flows of knowledge to the customers, from the customers, and about the customers. Due to its integrative approach, customer knowledge management can power open innovation and companies can develop deliberate and emergent knowledge strategies in promoting new products and services for their customers.

The vast growth of the internet has resulted in the ubiquitous nature of online communities, consequently paving the rise in knowledge sharing amongst users. Considering the COVID pandemic which has encouraged us to keep updated with friends and family, work online, and to seek support and help via online platforms, these online spaces have become prevalent in our day-to-day work and wellbeing. In this example, understanding customer knowledge management online is paramount to social media managers to understand their consumers and how to retain a competitive and thriving online platform. This seminar aims to further discuss consumers’ knowledge management via an online lens and use a particular case study from the context of a sustainable fashion community, to illustrate the factors driving customers to share their knowledge online.

Event Speakers

Prof Dr Constantin Bratianu

Constantin Bratianu is Emeritus Professor of Strategic Management and Knowledge Management at the Faculty of Business Administration, Bucharest University of Economic Studies, and Faculty of Management, National University for Political Studies and Public Administration, Bucharest, Romania. He got a Ph.D. from Georgia Institute of Technology, Atlanta, Georgia, USA and a Ph.D. from Bucharest University of Economic Studies, Romania.

He is the President of the International Association for Knowledge Management  (IAKM). He is founding editor of the international journal Management Dynamics in the Knowledge Economy, and he is Associate Editor of the Electronic Journal of Knowledge Management.  His academic interests are: knowledge dynamics, knowledge management, knowledge strategies, and strategic management.

Dr Rebecca Beech

Dr Rebecca Beech is a Lecturer in Business Management at the School of Strategy and Leadership at Coventry University. Prior to joining the School, Rebecca was awarded her PhD in July 2020 at the Centre for Business in Society (CBiS) at Coventry University. During her PhD, Rebecca taught on a PhD research module about internet mediated research method and delivered NVivo training, along with holding research assistant roles within CBiS. Rebecca further taught in the School of Marketing and Management and worked on a project as a consultant at a branding agency in London. Her doctoral studies explored knowledge sharing and consumer empowerment in online communities within the context of green clothing. Rebecca’s research interests are, knowledge sharing, online communities, consumer empowerment, sustainability and sustainable fashion.

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