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Customer Knowledge Management

Name: Customer Knowledge Management
Brand: Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
SKU: 01656841
Price: 60.39 EUR
Availability: InStock
Author: Silvio Wilde
ISBN: 9783642164743

Improving Customer Relationship through Knowledge Application

Silvio Wilde

Language

English

Book Hardback

Libristo code: 01656841

Publishers Springer-Verlag Berlin and Heidelberg GmbH & Co. KG, January 2011

Managing and transferring knowledge - at the right time, in the right place and with the right quali... Full description

Libristo code: 01656841

148 b

60.39 € VAT included

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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.