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Evolution and integration in customer knowledge management: a twenty-four-year review through the TCCM lens

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K.V., Arunima, Bolar, Kartikeya, Nambiar, Bindu·2026·Knowledge Management Research & Practice
DOI 10.1080/14778238.2026.2631088
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Abstract

Although scholarly interest in Customer Knowledge Management (CKM) has expanded significantly over the past two decades, comprehensive reviews of the field remain scarce. This study addresses that gap by conducting a 24-year review (2001–2024) of 298 peer-reviewed journal articles, integrating bibliometric analysis with the Theory – Context – Characteristics – Methods (TCCM) framework to systematically map the CKM literature. The originality in the study’s contribution lies in its identification of a critical tension shaping the discipline’s trajectory: while foundational theories like Knowledge Management and Customer Relationship Management historically dominate the literature by volume, the field’s strategic future is defined by emergent, technology-centric frameworks (e.g. AI-enabled, dynamic capability-based) that currently represent a significant research gap. Our analysis reveals three distinct evolutionary phases: an initial digital integration phase (2001–2009); a second phase centered on e-commerce and personalization (2010–2015); and a third phase (2016–2024) characterized by the necessity for contextual adaptability and the integration of advanced technologies like AI and big data. This review provides a comprehensive synthesis of the CKM landscape, clarifies its theoretical underpinnings, and offers a forward-looking roadmap that aligns future research with technological advancements and the critical need for industry-specific strategies.

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Crossref · 10.1080/14778238.2026.2631088

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Authors
K.V., A., Bolar, K., & Nambiar, B.
Affiliations
  • Manipal Academy of Higher Education (IN)
  • Union Bank of India (IN)
Corresponding author
Bolar, Kartikeya
ORCID
Venue
Knowledge Management Research & Practice
Publisher
Informa UK Limited
Published
2026-02-12
Pages
1-13
ISSN
  • 1477-8238 (ISSN-L)
  • 1477-8246
DOI
10.1080/14778238.2026.2631088
OpenAlex
W7128727163
Cited by
0
References
102
FWCI
0.00
Type
journal article
Language
en
Open access
Licence
Locations
Knowledge Management Research & Practice (publishedVersion, cc-by-nc-nd)
Topics
  • Social Sciences › Business, Management and Accounting › Strategy and Management › Innovation and Knowledge Management
  • Social Sciences › Business, Management and Accounting › Strategy and Management › Corporate Governance and Management
  • Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
Keywords
customer knowledge management, knowledge management, customer relationship management, dynamic capabilities, big data, e-commerce, personalization, research trends, TCCM framework

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