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Customer Knowledge Management

Name: Customer Knowledge Management
Brand: Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
SKU: 9783642164743
Price: 20529 HUF
Availability: InStock

Improving Customer Relationship through Knowledge Application

Szerző: Silvio Wilde

Nyelv:

Kötés: Kemény kötésű

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

Elérhetőség: Beszállítói készleten alacsony példányszámban

Küldés 11-15 napon belül

20 529 Ft

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

Információk a könyvről

Szerző

Silvio Wilde

Nyelv

Angol

Kötés

Könyv - Kemény kötésű

Kiadva

2011

oldal

143

EAN

9783642164743

ISBN

3642164749

Enbook ID

01656841

Kiadó

Springer-Verlag Berlin and Heidelberg GmbH & Co. KG

Súly

374

Méretek

163 x 245 x 15

Teljes leírás

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.