Design of customer knowledge management system for Aglaonema Nursery in South Tangerang, Indonesia

[摘要] The purpose of this paper is to describe the design of customer knowledge management system to support customer relationship management activities for an aglaonema nursery in South Tangerang, Indonesia. System. The steps were knowledge identification (knowledge about customer, knowledge from customer, knowledge for customer), knowledge capture, codification, analysis of system requirement and create use case and activity diagram. The result showed that some key knowledge were about supporting customer in plant care (know how) and types of aglaonema including with the prices (know what). That knowledge for customer then codified and shared in knowledge portal website integrated with social media. Knowledge about customer were about customers and their behaviour in purchasing aglaonema. Knowledge from customer were about feedback, favorite and customer experience. Codified knowledge were placed and shared using content management system based on wordpress.

[发布机构] Faculty of Industrial Technology, Information System Program, Trisakti University, Jakarta; 11440, Indonesia^1;Faculty of Industrial Technology, Informatics Program, Trisakti University, Jakarta; 11440, Indonesia^2;Faculty of Industrial Technology, Master of Industrial Engineering Program, Trisakti University, Jakarta; 11440, Indonesia^3

[关键词] aglaonema;Content management system;Customer experience;Customer knowledge management;Customer relationship management;Knowledge capture;Knowledge identification;System requirements