[3][4] Various classifications exist: Gebert et al. (2002), classified customer knowledge from an organization's perspective into three types:[1] The same categorization of customer knowledge has been made by others such as Bueren et al. (2005) and Feng and Tian (2005).
[5][6] In another categorization, Crié and Micheaux (2006) divide customer knowledge into two types, namely: "behavioural" (or quantitative) and "attitudinal" (or qualitative).
Behavioral knowledge is easy to acquire and is basically quantitative by nature; that is, containing customer transactional relationship with the company.
Customer knowledge management (CKM) concept emerges as a crucial element for customer-oriented value creation.
CKM is important for collecting, collaborating, compositing and communicating customer knowledge.