Design of Methods for manufacturer and industrial customers relations management from the needs knowledge in after sales context

摘要

This study aims at proposing help tools for the management of the relationship between the industrial customers and manufacturing companies. It builds on previous work in creativity, knowledge management and relationships in the context of services on one hand. And it is inspired by the experiment respectively with industrial customers and a manufacturer that offers after sales service, on the other hand. These studies allow us to establish a conceptual approach to the knowledge of service needs, and develop after sales services, in industries, by organizing and controlling the interventions of interfaces. This is also the place of experimentation with CK theory for improving processes of relationships management between manufacturers - industrial clients within the framework of after-sales services. However, the study leads us to suggest a look at the convergence of ideas, the user profile and the locus of the CK theory use.