Customer Knowledge Management - Leveraging Soft Skills to Improve Customer Focus

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.

Sommario

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.

Dettagli sul prodotto

• Autori: Soumit Sain, Silvio Wilde
• Editore: Springer, Berlin
• Lingue: Inglese
• Formato: Tascabile
• Pubblicazione: 23.08.2016
• EAN: 9783319381404
• ISBN: 978-3-31-938140-4
• Pagine: 207
• Dimensioni: 155 mm x 12 mm x 235 mm
• Peso: 353 g
• Illustrazioni: XVIII, 207 p. 35 illus., 2 illus. in color.
• Serie: Management for Professionals
• Categorie: Scienze sociali, diritto, economia > Economia > Pubblicità, marketing; Marketing, B, Human Resource Management, Market research, Business and Management, IT in Business, Industrial and Organizational Psychology, Work and Organizational Psychology, Market Research/Competitive Intelligence, Occupational & industrial psychology, Information Technology, Personnel & human resources management, Personnel Management, Management science, Business mathematics & systems, Industrial psychology, Business—Data processing, Business applications