通过对客户知识的解释,阐明了客户知识管理的含义及其重要性,并描述了客户知识管理的流程。在客户知识管理与客户关系管理对比及对客户知识管理类型介绍的基础上,提出了实施客户知识管理所需具备的各种条件。指出客户知识管理———客户管理的新阶段,需待研究解决的一些问题。 Through the interpretation of customer knowledge, clarify the meaning and importance of customer knowledge management, and describe the process of customer knowledge management. Based on the comparison between customer knowledge management and customer relationship management and the introduction of customer knowledge management types, various conditions for implementing customer knowledge management are proposed. Pointed out that customer knowledge management --- a new stage of customer management, need to be studied to solve some of the problems.