This paper discusses the conception and classification of customer knowledge, then analyzes the character istics of eight functions that SNS provides and establishes the SNS platform of customer knowledge acquisition, more over elaborates customer knowledge acquisition process based on SNS, finally studies how to acquire customer knowledge in SNS environment.%介绍客户知识的含义及分类;分析社会性网络服务（Social Network Service,简称SNS）的八项特色功能,建立SNS客户知识获取平台;并论述基于SNS的客户知识获取流程,探讨SNS环境下如何获取客户知识。
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