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Polish Information Processing Society
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Annals of Computer Science and Information Systems, Volume 11

Proceedings of the 2017 Federated Conference on Computer Science and Information Systems

The tools and methods of capturing knowledge from customers: empirical investigation

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DOI: http://dx.doi.org/10.15439/2017F72

Citation: Proceedings of the 2017 Federated Conference on Computer Science and Information Systems, M. Ganzha, L. Maciaszek, M. Paprzycki (eds). ACSIS, Vol. 11, pages 10991107 ()

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Abstract. The goal of this research is to investigate the process of customer knowledge capturing, specifically knowledge coming from customers. We identified and classified tools and methods of capturing knowledge from customers. Both general tools from knowledge management and specialized ones from marketing research were considered. Besides, we aligned these tools and methods with the contextual factors using case studies from electrotechnical and software development industries, thus, the corresponding decision tree was suggested.


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