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Customer Knowledge Management

Improving Customer Relationship through Knowledge Application

Authors: Wilde, Silvio

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  • A guide to theory and practice of knowledge management for managers and executives
  • Provides a case study involving a concrete company
  • Includes broadly useful final recommendations and detailed fault analysis
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eBook $84.99
price for Mexico (gross)
  • ISBN 978-3-642-16475-0
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $109.99
price for Mexico
  • ISBN 978-3-642-16474-3
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $109.99
price for Mexico
  • ISBN 978-3-642-42366-6
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
About this book

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.

About the authors

Silvio Wilde studied Human Resource Management and International Project Management at the University of Applied Sciences in Neuss (Fachhochschule für Oekonomie und Management) and currently works as a marketing and sales expert. Thanks to his previous employments at Siemens, AT&S, BASF and Bayer, he can look back on a broad range of experience in different corporate cultures. This also enabled him to gain insights into the close relationship between Knowledge Management and Customer Relationship Management – the research topic of his book. His interests focus on „human capital", companies’ most valuable asset.

Table of contents (9 chapters)

Table of contents (9 chapters)

Buy this book

eBook $84.99
price for Mexico (gross)
  • ISBN 978-3-642-16475-0
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $109.99
price for Mexico
  • ISBN 978-3-642-16474-3
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $109.99
price for Mexico
  • ISBN 978-3-642-42366-6
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.

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Bibliographic Information

Bibliographic Information
Book Title
Customer Knowledge Management
Book Subtitle
Improving Customer Relationship through Knowledge Application
Authors
Copyright
2011
Publisher
Springer-Verlag Berlin Heidelberg
Copyright Holder
Springer-Verlag Berlin Heidelberg
eBook ISBN
978-3-642-16475-0
DOI
10.1007/978-3-642-16475-0
Hardcover ISBN
978-3-642-16474-3
Softcover ISBN
978-3-642-42366-6
Edition Number
1
Number of Pages
XVI, 143
Topics