University of Isfahan New Marketing Research Journal 2228-7744 10 2 2020 06 21 Designing a Model for the Impact of Customer Knowledge on the Corporation Performance using the ‎Grounded Theory Approach Designing a Model for the Impact of Customer Knowledge on the Corporation Performance using the ‎Grounded Theory Approach 63 84 24828 10.22108/nmrj.2020.119377.1894 FA Seyed Danial Bidgoli PhD Candidate of Industrial Engineering, Faculty of Industrial Engineering, Yazd University, Yazd, Iran Mohammad Saleh Owlia Professor of Industrial Engineering Department, Faculty of Industrial engineering, Yazd University, Yazd, Iran Mohammadtaghi Isaai Associate Professor, Department of Management, Faculty of Management and Economics, Sharif University, Tehran, ‎Iran Mohammad Hossein Abooie Assistant Professor, Department of Industrial Engineering, Faculty of Industrial Engineering, Yazd University, Yazd, ‎Iran Journal Article 2019 09 26 The objective of this paper was to design a model of the impact of customer knowledge on corporation performance and analogy with performance aspects based on the Balanced Scorecard framework in IT security companies. For this purpose, IT industry security experts were interviewed based on the grounded theory approach. The model of the effect of customer knowledge on the performance of the organization by open, axial, and selective coding with a paradigmatic approach was drawn and the components of this model were compared with the balanced scorecard model. The results of this study, in addition to presenting the model of the effect of customer knowledge on the corporation performance aspects, showed that customer knowledge affected all four aspects of financial performance, customer, internal processes, and growth and learning based on the BSC model. This study also showed that in order to influence performance by customer knowledge, knowledge maturity and customer knowledge maturity are needed. According to research results, IT security companies can improve the financial performance index in addition to improving performance indicators by creating and developing customer knowledge management. This article is one of the first studies regarding the impact of customer knowledge on the performance of corporations in the four perspectives of the BSC model that thoroughly shows the effect of customer knowledge on the performance of the corporation. The objective of this paper was to design a model of the impact of customer knowledge on corporation performance and analogy with performance aspects based on the Balanced Scorecard framework in IT security companies. For this purpose, IT industry security experts were interviewed based on the grounded theory approach. The model of the effect of customer knowledge on the performance of the organization by open, axial, and selective coding with a paradigmatic approach was drawn and the components of this model were compared with the balanced scorecard model. The results of this study, in addition to presenting the model of the effect of customer knowledge on the corporation performance aspects, showed that customer knowledge affected all four aspects of financial performance, customer, internal processes, and growth and learning based on the BSC model. This study also showed that in order to influence performance by customer knowledge, knowledge maturity and customer knowledge maturity are needed. According to research results, IT security companies can improve the financial performance index in addition to improving performance indicators by creating and developing customer knowledge management. This article is one of the first studies regarding the impact of customer knowledge on the performance of corporations in the four perspectives of the BSC model that thoroughly shows the effect of customer knowledge on the performance of the corporation. https://nmrj.ui.ac.ir/article_24828_5006d707957451424b6f073c03d24e56.pdf