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Big Data for Customer Knowledge Management

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Information Systems Architecture and Technology: Proceedings of 40th Anniversary International Conference on Information Systems Architecture and Technology – ISAT 2019 (ISAT 2019)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 1052))

Abstract

Contemporary organizations face numerous challenges, including effective customer knowledge management (CKM). A knowledge about customers, their behaviors, preferences and interests has become an important asset and a source of competitive advantage. It is said that effective CKM results mainly in increase of sales, customer satisfaction and loyalty. Customer knowledge management is a complex process based on appropriate acquiring, storing and analyzing of different, dispersed information resources as well as discovering a new knowledge about customers. Nowadays, more and more information about customers originate from Internet, social media, mobile devices and different data bases that are called big data (BD). An exploration of BD has become for many organizations an excellent opportunity to better know their customers and to gain a greater understanding of the way of CKM and the challenges that confront it. The main objective of this study is to investigate a role of BD for customer knowledge management.

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Author information

Authors and Affiliations

  1. University of Economics in Katowice, Katowice, Poland

    Celina Olszak & Arkadiusz Kisiołek

Authors
  1. Celina Olszak
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  2. Arkadiusz Kisiołek
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Correspondence to Arkadiusz Kisiołek .

Editor information

Editors and Affiliations

  1. University of Applied Sciences in Nysa, Nysa, Poland

    Zofia Wilimowska

  2. Faculty of Computer Science and Management, Wrocław University of Science and Technology, Wrocław, Poland

    Leszek Borzemski

  3. Faculty of Computer Science and Management, Wrocław University of Science and Technology, Wrocław, Poland

    Jerzy Świątek

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Olszak, C., Kisiołek, A. (2020). Big Data for Customer Knowledge Management. In: Wilimowska, Z., Borzemski, L., Świątek, J. (eds) Information Systems Architecture and Technology: Proceedings of 40th Anniversary International Conference on Information Systems Architecture and Technology – ISAT 2019. ISAT 2019. Advances in Intelligent Systems and Computing, vol 1052. Springer, Cham. https://doi.org/10.1007/978-3-030-30443-0_22

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