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Abstract
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According to the overwhelming majority of scientists and experts, the development of customer knowledge management (CKM) in organizations as a management tool improves the quality of products and services, which, in turn, increases their competitiveness in the national and international markets. In fact, CKM helps improve business processes for high quality as well as new products and services. In this way, CKM can increase customers satisfaction and organizational efficiency, leading to higher profits and increased competitiveness, but development of CKM comes with real problems. Organizations are facing technological, organizational, and human problems as CKM evolves.
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