The “Voice of Customer” Web Application at State-Owned Telecommunication Company

This research will discuss about the application of web-based Customer Knowledge Management to build an effective communication between customers with a telecommunication company in Indonesia. Customer Knowledge Management (CKM) is more than just a method of applying Knowledge Management (KM) concepts that already exist in an organization. Where, if the KM concept focuses on creating knowledge and innovations sourced from within the organization, the CKM focuses on the consumer's perspective as a trigger for the creation and improvement of innovation. In other words, CKM builds two-way communication between companies and consumers, with the aim of accelerating knowledge creation. Expected knowledge will be more targeted at engaging customer expectations for company services.