客户关系管理和知识管理都是当前研究热点领域,本文从知识显性——隐性螺旋化转化与发展的规律入手,提出了客户关系管理中的知识管理流程,通过客户知识管理的流程,知识流动促进了客户、员工、组织知识的创新与丰富,产生了基于知识管理的客户关系管理。 Customer relationship management and knowledge management are all the hot topics in the current research. Starting from the law of explicit-recessive spiral transformation and development, this paper puts forward the knowledge management process in customer relationship management. Through the process of customer knowledge management, knowledge The flow has promoted the innovation and enrichment of customers, employees and organizational knowledge, resulting in customer relationship management based on knowledge management.