ABSTRACT

Till date, e-commerce organizations still have competency challenges in Customer Knowledge Management (CKM). Organizations need to develop competencies in all aspects of CKM, from understanding who their customers really are and what they want, to designing platforms specifically for customers. It is particularly important for customer processes involving information for, collected from and about customers to be turned into knowledge, disseminated and really used. Also, most companies do not always take full advantage of the knowledge sources that exist through customers’ interaction with their websites. All these processes appear complex and fuzzy, which the introduction of agent technology in this paper poses a potential solution to this problem, in order to achieve an effective CKM in a dynamic business environment as e-commerce organizations.