Customer Knowledge Management : Improving Customer Relationship through Knowledge Application Paperback / softback
by SILVIO WILDE
Paperback / softback
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Description
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.
Information
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Available to Order - This title is available to order, with delivery expected within 2 weeks
- Format:Paperback / softback
- Pages:143 pages, XVI, 143 p.
- Publisher:Springer-Verlag Berlin and Heidelberg GmbH & Co. K
- Publication Date:11/10/2014
- Category:
- ISBN:9783642423666
Other Formats
- PDF from £38.24
Information
-
Available to Order - This title is available to order, with delivery expected within 2 weeks
- Format:Paperback / softback
- Pages:143 pages, XVI, 143 p.
- Publisher:Springer-Verlag Berlin and Heidelberg GmbH & Co. K
- Publication Date:11/10/2014
- Category:
- ISBN:9783642423666