Abstract: A common dilemma banks facing is that their first-front employees have a relatively high turnover rate and then their customer assets are losing. Thus, this study constructs a conceptual model about how to acquire and combine customer knowledge from the perspective of employees’ motivation and management. Firstly, according to prior literature, the authors classify knowledge into knowledge about customer and knowledge from customer. Secondly, this study explains the three paths or methods to acquire customer knowledge through motivating employees. Lastly, the study discusses how to combine knowledge into banks’ performance through building different organizational orientations. This study not only makes some theoretical contributions, but also guides banks to transform knowledge at the individual level of employee into the organizational level through motivating and managing employees.