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Record Nr. |
UNINA9910298558403321 |
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Autore |
Sain Soumit |
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Titolo |
Customer Knowledge Management : Leveraging Soft Skills to Improve Customer Focus / / by Soumit Sain, Silvio Wilde |
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Pubbl/distr/stampa |
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Cham : , : Springer International Publishing : , : Imprint : Springer, , 2014 |
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ISBN |
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Edizione |
[1st ed. 2014.] |
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Descrizione fisica |
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1 online resource (221 p.) |
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Collana |
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Management for Professionals, , 2192-8096 |
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Disciplina |
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Soggetti |
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Marketing |
Information technology |
Business—Data processing |
Industrial psychology |
Personnel management |
Market research |
IT in Business |
Industrial and Organizational Psychology |
Human Resource Management |
Market Research/Competitive Intelligence |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di bibliografia |
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Includes bibliographical references at the end of each chapters and index. |
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Nota di contenuto |
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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. |
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Sommario/riassunto |
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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 |
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