The Past, Present, and Future of Customer Knowledge Management: A Review and Research Agenda

We develop and present a framework for research in customer knowledge management (CKM) that synthesizes insights from a comprehensive literature review spanning 2000 to 2024. This framework highlights the determinants, impacts, and moderators shaping CKM and its role in contemporary organizations. Using this approach, we organize and categorize existing research across various disciplines, identifying multiple definitions of customer knowledge based on their theoretical underpinnings and research fields. Building on this synthesis, we propose an interdisciplinary definition of the CKM construct that integrates diverse perspectives. Finally, we outline evolving issues within CKM, highlight key research gaps, and set a forward-looking agenda to guide future studies. By examining CKM through this lens, we provide actionable insights and a structured foundation for advancing scholarship and practice in the field.