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中文摘要：
客户价值与客户知识是供应商争取和保持客户的两个关键因素，将两者有机结合起来进行研究，提出了复合渠道中价值导向的客户知识获取模型，分析了供应商在为客户创造价值的过程中以直接和间接两种不同渠道获取客户知识的机理，并描述了以供应商为核心的复合渠道中价值导向客户知识获取的支持系统。
英文摘要：
customer value and customer knowledge are two keys of customer retention for suppliers, both of which are combined organically to research in this paper. The customer knowledge acquisition model with value orientation in composite channels was constructed. The mechanism of customer knowledge acquisition in two different channels, direct and indirect ways, was analyzed when the suppliers create value for customers. And the support system of customer knowledge acquisition Was built and described.
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