عنوان مقاله [English]
The competence in the business world is growing considerably. Hence, in the present dynamic environment, the utilization of external resources such as customer knowledge in the business process has become a serious concern. Today, the customers not only are not confined to the buy and use of goods and services but also cooperate with corporations in value creation. Companies must analyze the main characteristic of the customers and evaluate their knowledge on satisfying customer needs and desires and also increase the customer satisfaction and corporations’ performance. The purpose of this paper is to investigate the effect of the knowledge and customer knowledge investment on the performance of IT companies and the effect of customer knowledge and knowledge investment on performance indicators, both financial and non-financial. For this purpose, the system dynamic was used in this research. Using Vensim-PLE software and flow-chart, the results are plotted by using simulation in ten-year horizons. By different policies, the results were analyzed. The results of this study indicate that customer knowledge investment affects the company's performance, and, if customer knowledge investment is zero, the performance indicators were reduced. The results also show that more knowledge investing will not increase financial strength, and in some cases, it will reduce the company's financial strength. According to the results, in addition to the development of performance indicators, information technology corporations can improve their financial performance indicator using customer knowledge management. In the following of this research, the impact of the customer knowledge on the performance of the corporation can be investigated. This paper is one of the first to consider the impact of customer knowledge on the performance of the corporations in all perspectives that thoroughly identifies that impact and is one of the first studies to examine the investment policies of knowledge and customer knowledge on the performance of companies.