Customer Knowledge Management
Leveraging Soft Skills to Improve Customer Focus
(Sprache: Englisch)
This book presents the interrelationship between customer knowledge management, customer focus and soft skills. It also provides concrete advice on how the management of customer knowledge can be optimized.
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This book presents the interrelationship between customer knowledge management, customer focus and soft skills. It also provides concrete advice on how the management of customer knowledge can be optimized.
Klappentext zu „Customer Knowledge Management “
Customer focus is the most important challenge of the future. Providing good customer service depends on how well companies know their customers and clearly identify their needs. Availability of customer knowledge, which is knowledge from, for and about the customer, thus becomes crucial in offering customized products or services. This can be gained most efficiently from direct interaction with customers, but requires the use of interpersonal and organizational soft skills. This book presents the interrelationship between customer knowledge management, customer focus and soft skills and also provides concrete advice on how the management of customer knowledge can be optimized.
Inhaltsverzeichnis zu „Customer Knowledge Management “
- Knowledge Management Today- Review of Soft Skills Within Knowledge Management
- Soft Skills Within Customer Knowledge Management and Their Impact on Customer Focus
- Analysis and Evidence
- Soft Skill Drivers for Successful CKM
- Appendix
Autoren-Porträt von Soumit Sain, Silvio Wilde
Soumit Sain is Professor at the University of Applied Sciences in Economics and Management in Essen for Strategic Management, Intercultural Competences and Management as well as International Project Management.Silvio Wilde, MBA, studied International Strategy and Sales Management and International Entrepreneurship. Thanks to his previous employments at Siemens, BASF, Bayer and Lanxess, he can look back on a broad range of experience in different knowledge cultures.
Bibliographische Angaben
- Autoren: Soumit Sain , Silvio Wilde
- 2014, XVIII, 207 Seiten, 2 farbige Abbildungen, Maße: 16 x 24,1 cm, Gebunden, Englisch
- Verlag: Springer, Berlin
- ISBN-10: 3319050583
- ISBN-13: 9783319050584
- Erscheinungsdatum: 23.07.2014
Sprache:
Englisch
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