Customer Knowledge Management : Leveraging Soft Skills to Improve Customer Focus / Soumit Sain, Silvio Wilde.
By: Sain, Soumit [author.].
Contributor(s): Wilde, Silvio [author.].
Material type:
Text Language of document:EnglishSeries: Management for Professionals: Publisher: 2014Edition: 1st ed. 2014.Description: XVIII, 207 p. : 35 ill., 2 ill. in color. ; 24 cm.ISBN: 9783319050591.Subject(s): Business -- Data processing | Industrial psychology | Information technology | Market research | Marketing | Personnel managementDDC classification: 658.8 Sa217 Cu | Item type | Current library | Call number | Status | Date due | Barcode |
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Book
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Dr. B. R. Ambedkar Central Library Social Science | 658.8 Sa217 Cu (Browse shelf(Opens below)) | Available | 271294 |
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.
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.
Description based on publisher-supplied MARC data.
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