Customer Knowledge Management People Processes and Technology 1st Edition by Minwir Al Shammari 9781605662589 1605662585
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Product details:
ISBN 10: 1605662585
ISBN 13: 9781605662589
Author: Minwir Al-Shammari
Customer knowledge is becoming the new competitive asset in e-business that enables companies to serve each customer in his or her preferred way, and to nurture profitable and durable customer relationships. As companies grow and interact with more and more customers through increasingly diverse media and channels, having a systematic approach to customer knowledge management becomes critical. Customer Knowledge Management: People, Processes, and Technology introduces an integrated approach to analyzing and building customer knowledge management (CKM) synergy for sustainable competitive advantage. Well-organized and unique, this book provides concise yet comprehensive coverage of CKM concepts, methodologies, tools, issues, applications, and future trends.
Table of contents:
- Setting a CKM Strategy
- Spotting Environmental Drivers
- Reorganizing People
- Retooling ICT Systems
- Redesigning Processes
- Capturing Data from Customers
- Compiling Profiles of Customers
- Creating Knowledge about Customers
- Maximizing Value for Customers
- Measuring Return on Relationships with Customers
- Managing Learning throughout CKM Change
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Tags: Minwir Al Shammari, Customer, Knowledge, Management