Customer Knowledge Management Enhancement in Enterprise Software Development Firms: Experts Perspective on a Theoretical Framework

Arash Khosravi


Application of Customer Knowledge Management (CKM) in different companies, particularly software companies, is growing. Significant beneficial outcomes of CKM encourage companies to implement CKM. This study proposes a theoretical framework based on CKM antecedent factors in enterprise software development companies. The level of significance of CKM antecedent factors was identified by experts. A Theoretical CKM Framework was developed by extracting Technological, Organizational and Human factors from the previous works, then, the “Technique for order of Preference by Similarity to Ideal Solution” (TOPSIS) was used to identify the significant ones. The extracted factors were evaluated by 31 experts in the related domain. The results show that, from an expert viewpoint, the significant factors are classified into high and low level groups. Due to the importance of CKM for organizations, this study provides a significant contribution to CKM by extracting and ranking CKM antecedent factors for enterprise software development. It is proposed that software companies emphasize high priority antecedent factors for successfully implementing CKM.


Software Quality, TOPSIS, Customer Knowledge Management

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