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Bricolage and customer knowledge management
Knowledge & Innovation Conference (2008)
  • Paul G. Oliver, University of Bolton

Bricolage is taken from the French word 'bricoleur' meaning "to tinker" and holds comparisons with collage, which is an assemblage improvised from materials ready to hand, or the practice of transforming 'found' materials by incorporating them in a new work.

The restrictions placed on a bricoleur are sometimes self-imposed and other times as a result of necessity. For example, musicians often restrict themselves to specific instruments and try to make a musical ensemble with these simple tools. This causes a unique sound and performance often referred to as experimental.

Knowledge Management is a set of strategies, systems and processes that enable and simplify creation, capture, sharing, distribution and utilisation of an organisation’s knowledge.

Customer knowledge management is about attaining knowledge from customers. In the other words it is about discovering what customers know in which it can help the business to improve their efficiency. The difference between customer relationship management (CRM) and customer knowledge management (CKM) is that CRM is gaining knowledge about customers but CKM is capturing knowledge from customers e.g. their experience of using a particular product or service. Customer knowledge management is about gaining, sharing and expanding the knowledge residing in customers, to both customer and corporate benefit. Customers benefit from receiving their required products, services and corporate benefit from using customers’ skills and expertise in their business and as a result gaining completive advantage. The aim of this paper is to look at customer knowledge management from a bricolage perspective.

Publication Date
Spring May 8, 2008
Citation Information
Paul G. Oliver. "Bricolage and customer knowledge management" Knowledge & Innovation Conference (2008)
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