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Customer Knowledge Management

Name: Customer Knowledge Management
Brand: Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
SKU: 9783642164743
Price: 241.49 PLN
Availability: InStock

Improving Customer Relationship through Knowledge Application

Autor: Silvio Wilde

Język:

Oprawa: Twarda

Wydawca: Springer-Verlag Berlin and Heidelberg GmbH & Co. KG

Dostępność: Dostępna u dostawcy w małych ilościach

Wysyłamy za 11-15 dni

241.49 zł

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

Informacje o książce

Autor

Silvio Wilde

Język

Angielski

Oprawa

Książka - Twarda

Data wydania

2011

strony

143

EAN

9783642164743

ISBN

3642164749

Enbook ID

01656841

Wydawca

Springer-Verlag Berlin and Heidelberg GmbH & Co. KG

Waga

374

Wymiary

163 x 245 x 15

Pełny opis

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.