Customer Knowledge Management

Improving Customer Relationship through Knowledge Application

Business & Finance, Management & Leadership, Management Science, Industries & Professions, Information Management
Cover of the book Customer Knowledge Management by Silvio Wilde, Springer Berlin Heidelberg
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Author: Silvio Wilde ISBN: 9783642164750
Publisher: Springer Berlin Heidelberg Publication: January 4, 2011
Imprint: Springer Language: English
Author: Silvio Wilde
ISBN: 9783642164750
Publisher: Springer Berlin Heidelberg
Publication: January 4, 2011
Imprint: Springer
Language: English

Managing and transferring knowledge - at the right time, in the right place and with the right quality for customers - enables companies to survive in times of fierce competition. The focus of this work is therefore on Knowledge Management and Customer Relationship Management. The theoretical part comprises several approaches to knowledge, its transfer and the barriers to be overcome when sharing knowledge. This is followed by a description of CRM and CKM (Customer Knowledge Management), outlining how crucial their successful use is. The practical part explores on the one hand the dependence on knowledge and on the other hand its availability for a good customer relationship. It includes a case study that investigates both the administrative and the operational area of a concrete company. The survey results are then discussed in detail, key success factors identified and mistakes pointed out. After this critical analysis, final recommendations are given that every company can benefit from.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

Managing and transferring knowledge - at the right time, in the right place and with the right quality for customers - enables companies to survive in times of fierce competition. The focus of this work is therefore on Knowledge Management and Customer Relationship Management. The theoretical part comprises several approaches to knowledge, its transfer and the barriers to be overcome when sharing knowledge. This is followed by a description of CRM and CKM (Customer Knowledge Management), outlining how crucial their successful use is. The practical part explores on the one hand the dependence on knowledge and on the other hand its availability for a good customer relationship. It includes a case study that investigates both the administrative and the operational area of a concrete company. The survey results are then discussed in detail, key success factors identified and mistakes pointed out. After this critical analysis, final recommendations are given that every company can benefit from.

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