TY  - BOOK
AU  - Sain,Soumit
AU  - Wilde,Silvio
TI  - Customer Knowledge Management: Leveraging Soft Skills to Improve Customer Focus 
T2  - Management for Professionals
SN  - 9783319050591
U1  - 658.8 Sa217  Cu 
PY  - 2014///
KW  - Business
KW  - Data processing
KW  - Industrial psychology
KW  - Information technology
KW  - Market research
KW  - Marketing
KW  - Personnel management
N1  - Includes index; 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
N2  - 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
ER  -