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Customer Knowledge Management [electronic resource] : Leveraging Soft Skills to Improve Customer Focus / by Soumit Sain, Silvio Wilde.

By: Sain, Soumit [author.].
Contributor(s): Wilde, Silvio [author.] | SpringerLink (Online service).
Material type: materialTypeLabelBookSeries: Management for Professionals: Publisher: Cham : Springer International Publishing : Imprint: Springer, 2014Description: XVIII, 207 p. 35 illus., 2 illus. in color. online resource.Content type: text Media type: computer Carrier type: online resourceISBN: 9783319050591.Subject(s): Business | Marketing | Market research | Personnel management | Information technology | Business -- Data processing | Business and Management | Marketing | IT in Business | Industrial and Organizational Psychology | Human Resource Management | Market Research/Competitive IntelligenceAdditional physical formats: Printed edition:: No titleDDC classification: 658.8 Online resources: Click here to access online
Contents:
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.
In: Springer eBooksSummary: 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.
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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.

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.

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