<s>
Customer	B-Protocol
knowledge	I-Protocol
(	O
CK	O
)	O
is	O
the	O
combination	O
of	O
experience	O
,	O
value	O
and	O
insight	O
information	O
which	O
is	O
needed	O
,	O
created	O
and	O
absorbed	O
during	O
the	O
transaction	O
and	O
exchange	O
between	O
the	O
customers	O
and	O
enterprise	O
.	O
</s>
<s>
Campbell	O
(	O
2003	O
)	O
defines	O
customer	B-Protocol
knowledge	I-Protocol
as	O
:	O
"	O
organized	O
and	O
structured	O
information	O
about	O
the	O
customer	O
as	O
a	O
result	O
of	O
systematic	O
processing	O
"	O
.	O
</s>
<s>
(	O
2006	O
)	O
,	O
customer	B-Protocol
knowledge	I-Protocol
is	O
identified	O
as	O
one	O
of	O
the	O
more	O
complex	O
types	O
of	O
knowledge	O
,	O
since	O
customer	B-Protocol
knowledge	I-Protocol
can	O
be	O
captured	O
from	O
different	O
sources	O
and	O
channels	O
.	O
</s>
<s>
(	O
2002	O
)	O
,	O
classified	O
customer	B-Protocol
knowledge	I-Protocol
from	O
an	O
organization	O
's	O
perspective	O
into	O
three	O
types	O
:	O
</s>
<s>
The	O
same	O
categorization	O
of	O
customer	B-Protocol
knowledge	I-Protocol
has	O
been	O
made	O
by	O
others	O
such	O
as	O
Bueren	O
et	O
al	O
.	O
</s>
<s>
In	O
another	O
categorization	O
,	O
Crié	O
and	O
Micheaux	O
(	O
2006	O
)	O
divide	O
customer	B-Protocol
knowledge	I-Protocol
into	O
two	O
types	O
,	O
namely	O
:	O
"	O
Behavioural	O
"	O
(	O
or	O
Quantitative	O
)	O
and	O
"	O
Attitudinal	O
"	O
(	O
or	O
Qualitative	O
)	O
.	O
</s>
<s>
On	O
the	O
other	O
hand	O
,	O
attitudinal	O
knowledge	O
is	O
difficult	O
to	O
acquire	O
because	O
it	O
deals	O
with	O
a	O
customer	O
's	O
state	O
of	O
mind	O
;	O
but	O
meanwhile	O
it	O
is	O
an	O
important	O
factor	O
for	O
enhancement	O
of	O
customer	B-Protocol
knowledge	I-Protocol
because	O
they	O
are	O
directly	O
related	O
to	O
a	O
customer	O
's	O
thoughts	O
and	O
insights	O
.	O
</s>
<s>
Customer	B-Protocol
Knowledge	I-Protocol
Management	O
(	O
CKM	O
)	O
concept	O
emerges	O
as	O
a	O
crucial	O
element	O
for	O
customer-oriented	O
value	O
creation	O
.	O
</s>
<s>
CKM	O
is	O
important	O
for	O
collecting	O
,	O
collaborating	O
,	O
compositing	O
and	O
communicating	O
customer	B-Protocol
knowledge	I-Protocol
.	O
</s>
