As mentioned above, Telekom Malaysia continuously improves their system of acquiring knowledge not only through human capital, but its intellectual capital too. Bontis (1998) stated that intellectual capital dimensions are sources of firm competitive advantage. Generally intellectual capital is considered to be the stored knowledge possessed by an organization, which may be tacit knowledge, personal knowledge possessed by an employee and may be explicit knowledge, codified and stored by the organization and available to individuals throughout the structure (Nonaka & Takeuchi, 1995). Intellectual capital is the combined value of its people (Human Capital), the value inherent in its relationships (Relational capital), and everything that is left when the people go home (Structural capital), of which Intellectual property is but one sub-component.
Customer capital is also named relational capital and external capital. Customer capital refers to the organization’s relationships or network of associates and their satisfaction with and loyalty to the company. It includes knowledge of market channels, customer and supplier relationships, industry associations and a sound understanding of the impacts of government public policy. Customer capital is the loyalty of valuable customers created by understanding their needs and meeting them consistently. The components of customer capital include supplier capital which is the mutual trust, commitment, and creativity of key suppliers.