Customer knowledge management: improving customer relationship through knowledge application
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Heidelberg u.a.
Springer
2011
|
| Schlagworte: | |
| Online-Zugang: | Inhaltstext Inhaltsverzeichnis |
| Beschreibung: | XVI, 143 S. Ill., graph. Darst. 235 mm x 155 mm |
| ISBN: | 9783642164743 |
Internformat
MARC
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| 100 | 1 | |a Wilde, Silvio |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Customer knowledge management |b improving customer relationship through knowledge application |c Silvio Wilde |
| 264 | 1 | |a Heidelberg u.a. |b Springer |c 2011 | |
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Datensatz im Suchindex
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|---|---|
| adam_text |
IMAGE 1
CONTENTS
1 INTRODUCTION 1
1.1 PREFACE 1
1.2 RESEARCH PROBLEM 1
1.3 RESEARCH OBJECTIVE 3
1.4 STRUCTURE OF THE BOOK 4
1.5 FROM KM TO CRM: 'PKMA', '5-STEP CDLS', 'CRI-C AND 'SIS' 5
1.5.1 PYRAMID OF KNOWLEDGE MANAGEMENT AWARENESS (PKMA) 6
1.5.2 5-STEP CUSTOMER DATA LIFE SPIRAL (5-STEPCDLS) 7
1.5.3 CUSTOMER RELATIONSHIP IMPROVEMENT CYCLE (CRI-C) 8
1.5.4 SENSITIZATION - IMPROVEMENT - SHARING (SIS) 10
2 SMALL AND MEDIUM-SIZED ENTERPRISES 11
2.1 PREFACE 11
2.2 NATURE AND IMPORTANCE OF SMES IN EUROPE . . . 11 2.3 SMES IN
GERMANY 13
2.4 NEWCO INTERNATIONAL GMBH 14
2.5 DIFFICULTIES AND COMPETITION FACTORS OF SMES . . 15 2.6 SUMMARY 18
3 KNOWLEDGE MANAGEMENT 19
3.1 PREFACE 19
BIBLIOGRAFISCHE INFORMATIONEN HTTP://D-NB.INFO/1006645292
DIGITALISIERT DURCH
IMAGE 2
VIA CONTENTS
3.2 DEFINITION AND TYPES OF 'KNOWLEDGE' 19
3.2.1 INTERNAL VS. EXTERNAL KNOWLEDGE 20
3.2.2 THEORETICAL VS. PRACTICAL KNOWLEDGE . . . 20 3.2.3 INDIVIDUAL VS.
COLLECTIVE KNOWLEDGE . . 21 3.2.4 TACIT VS. EXPLICIT KNOWLEDGE 22
3.3 CONCEPTS OF AND APPROACHES TO 'KNOWLEDGE MANAGEMENT' 22
3.3.1 'THE SECI MODEL' BY NONAKA/TAKEUCHI. . 23 3.3.2 'MUNICH KNOWLEDGE
MANAGEMENT MODEL' BY REINMANN-ROTHMEIER 27
3.4 SUMMARY 31
4 KNOWLEDGE TRANSFER AND SHARING 33
4.1 PREFACE 33
4.2 COMPLEXITY OF KNOWLEDGE SHARING 33
4.3 BEST PRACTICE TRANSFER MODEL BY SZULANSKI . . . 34 4.4 BARRIERS TO
KNOWLEDGE EXCHANGE 36
4.5 THE CONCEPT OF BA 38
4.6 THE LEARNING ORGANIZATION 41
4.7 SUMMARY 43
5 CUSTOMER RELATIONSHIP - CUSTOMER KNOWLEDGE . . 45 5.1 PREFACE 45
5.2 CUSTOMER RELATIONSHIP MANAGEMENT 45
5.3 CUSTOMER KNOWLEDGE MANAGEMENT 47
5.3.1 TYPES OF CUSTOMER KNOWLEDGE 48
5.3.2 FURTHER DIFFERENTIATIONS OF CUSTOMER-ORIENTED KNOWLEDGE 50
5.3.3 BENEFITS FOR ORGANIZATIONS THROUGH INTEGRATION OF CUSTOMER
KNOWLEDGE 52
5.3.4 BENEFITS FOR CUSTOMERS THROUGH KNOWLEDGE COOPERATION WITH
ORGANIZATIONS 54
5.4 SUMMARY 56
6 PRACTICAL INVESTIGATION 57
6.1 PREFACE 57
6.2 RESEARCH METHODOLOGY 58
6.3 RESEARCH DESIGN 58
IMAGE 3
CONTENTS IX
6.4 THEORETICAL APPROACHES OF THE CASE STUDY . . . 60 6.5 RESULTS OF
THE SURVEY 69
6.5.1 KNOWLEDGE AND CUSTOMER RELATIONSHIP - ADMINISTRATIVE AREA . . .
70 6.5.2 KNOWLEDGE AND CUSTOMER RELATIONSHIP - OPERATIONAL AREA 71
6.5.3 KNOWLEDGE - ADMINISTRATIVE AREA VS. OPERATIONAL AREA 72
6.5.4 CUSTOMER RELATIONSHIP - ADMINISTRATIVE AREA VS. OPERATIONAL AREA
74
6.5.5 KNOWLEDGE AND CUSTOMER RELATIONSHIP - ADMINISTRATIVE AREA VS.
OPERATIONAL AREA 75
6.6 SUMMARY 77
7 CRITICAL DEBATE 79
7.1 PREFACE 79
7.2 DISCUSSION OF THE RESULTS 79
7.2.1 QUESTION 1 80
7.2.2 QUESTION 2 81
7.2.3 QUESTION 3 81
7.2.4 QUESTION 4 82
7.2.5 QUESTION 5 82
7.2.6 QUESTION 6 83
7.2.7 QUESTION 7 84
7.2.8 QUESTION 8 85
7.2.9 QUESTION 9 86
7.2.10 QUESTION 10 86
7.2.11 QUESTION 11 87
7.2.12 QUESTION 12 88
7.2.13 QUESTION 13 88
7.2.14 QUESTION 14 89
7.2.15 QUESTION 15 90
7.2.16 QUESTION 16 91
7.3 RECOMMENDATIONS RESULTING FROM THE CASE STUDY 92
7.4 CRITICAL ANALYSIS 96
7.5 SUMMARY 100
IMAGE 4
X CONTENTS
8 CONCLUSION 103
8.1 THEORETICAL/PRACTICAL SUMMARY 103
8.2 RECOMMENDATION 106
8.3 FUTURE RESEARCH DIRECTION 107
9 APPENDIX 109
REFERENCES 131
INDEX 139 |
| any_adam_object | 1 |
| author | Wilde, Silvio |
| author_facet | Wilde, Silvio |
| author_role | aut |
| author_sort | Wilde, Silvio |
| author_variant | s w sw |
| building | Verbundindex |
| bvnumber | BV037207763 |
| classification_rvk | QP 620 |
| ctrlnum | (OCoLC)711805899 (DE-599)DNB1006645292 |
| dewey-full | 658.812 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.812 |
| dewey-search | 658.812 |
| dewey-sort | 3658.812 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Informatik Wirtschaftswissenschaften |
| format | Book |
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| indexdate | 2024-07-20T10:57:49Z |
| institution | BVB |
| isbn | 9783642164743 |
| language | English |
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| physical | XVI, 143 S. Ill., graph. Darst. 235 mm x 155 mm |
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| publishDateSort | 2011 |
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| spelling | Wilde, Silvio Verfasser aut Customer knowledge management improving customer relationship through knowledge application Silvio Wilde Heidelberg u.a. Springer 2011 XVI, 143 S. Ill., graph. Darst. 235 mm x 155 mm txt rdacontent n rdamedia nc rdacarrier Integriertes Management (DE-588)4346301-0 gnd rswk-swf Beziehungsmarketing (DE-588)4789127-0 gnd rswk-swf Wissensmanagement (DE-588)4561842-2 gnd rswk-swf Kundenanalyse (DE-588)4304338-0 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Wissensmanagement (DE-588)4561842-2 s Kundenmanagement (DE-588)4236865-0 s Beziehungsmarketing (DE-588)4789127-0 s Integriertes Management (DE-588)4346301-0 s Kundenanalyse (DE-588)4304338-0 s DE-604 Erscheint auch als Online-Ausgabe 978-3-642-16475-0 X:MVB text/html http://deposit.dnb.de/cgi-bin/dokserv?id=3534059&prov=M&dok_var=1&dok_ext=htm Inhaltstext DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=021121882&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Wilde, Silvio Customer knowledge management improving customer relationship through knowledge application Integriertes Management (DE-588)4346301-0 gnd Beziehungsmarketing (DE-588)4789127-0 gnd Wissensmanagement (DE-588)4561842-2 gnd Kundenanalyse (DE-588)4304338-0 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4346301-0 (DE-588)4789127-0 (DE-588)4561842-2 (DE-588)4304338-0 (DE-588)4236865-0 |
| title | Customer knowledge management improving customer relationship through knowledge application |
| title_auth | Customer knowledge management improving customer relationship through knowledge application |
| title_exact_search | Customer knowledge management improving customer relationship through knowledge application |
| title_full | Customer knowledge management improving customer relationship through knowledge application Silvio Wilde |
| title_fullStr | Customer knowledge management improving customer relationship through knowledge application Silvio Wilde |
| title_full_unstemmed | Customer knowledge management improving customer relationship through knowledge application Silvio Wilde |
| title_short | Customer knowledge management |
| title_sort | customer knowledge management improving customer relationship through knowledge application |
| title_sub | improving customer relationship through knowledge application |
| topic | Integriertes Management (DE-588)4346301-0 gnd Beziehungsmarketing (DE-588)4789127-0 gnd Wissensmanagement (DE-588)4561842-2 gnd Kundenanalyse (DE-588)4304338-0 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Integriertes Management Beziehungsmarketing Wissensmanagement Kundenanalyse Kundenmanagement |
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