Customer knowledge management: people, processes, and technology
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 med...
Saved in:
| Main Author: | |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
Hershey ; New York
Information Science Reference
[2009]
|
| Series: | Premier reference source
|
| Subjects: | |
| Online Access: | DE-706 DE-1049 DE-898 DE-1050 DE-83 Volltext |
| Summary: | 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. This book 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 |
| Item Description: | Includes bibliographical references (p. 352-355) and index |
| Physical Description: | 1 Online-Ressource (xxiv, 360 Seiten) |
| ISBN: | 9781605662596 |
Staff View
MARC
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| 520 | |a 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. This book 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 | ||
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| author | Al-Shammari, Minwir 1962- |
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| contents | 1. Setting a CKM strategy -- 2. Spotting environmental drivers -- 3. Reorganizing people -- 4. Retooling ICT systems -- 5. Redesigning processes -- 6. Capturing data from customers -- 7. Compiling profiles of customers -- 8. Creating knowledge about customers -- 9. Maximizing value for customers -- 10. Measuring return on relationships with customers -- 11. Managing learning throughout CKM change |
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| id | DE-604.BV044251991 |
| illustrated | Not Illustrated |
| indexdate | 2024-08-23T01:06:30Z |
| institution | BVB |
| isbn | 9781605662596 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-029657066 |
| oclc_num | 1021226300 |
| open_access_boolean | |
| owner | DE-706 DE-1049 DE-898 DE-BY-UBR DE-1050 DE-83 |
| owner_facet | DE-706 DE-1049 DE-898 DE-BY-UBR DE-1050 DE-83 |
| physical | 1 Online-Ressource (xxiv, 360 Seiten) |
| psigel | ZDB-98-IGB ZDB-1-IGE ZDB-98-IGB TUB_EBS_IGB |
| publishDate | 2009 |
| publishDateSearch | 2009 |
| publishDateSort | 2009 |
| publisher | Information Science Reference |
| record_format | marc |
| series2 | Premier reference source |
| spelling | Al-Shammari, Minwir 1962- Verfasser (DE-588)137929668 aut Customer knowledge management people, processes, and technology Minwir Al-Shammari (University of Bahrain, Bahrain) Hershey ; New York Information Science Reference [2009] © 2009 1 Online-Ressource (xxiv, 360 Seiten) txt rdacontent c rdamedia cr rdacarrier Premier reference source Includes bibliographical references (p. 352-355) and index 1. Setting a CKM strategy -- 2. Spotting environmental drivers -- 3. Reorganizing people -- 4. Retooling ICT systems -- 5. Redesigning processes -- 6. Capturing data from customers -- 7. Compiling profiles of customers -- 8. Creating knowledge about customers -- 9. Maximizing value for customers -- 10. Measuring return on relationships with customers -- 11. Managing learning throughout CKM change 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. This book 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 Customer relations Relationship marketing Beziehungsmarketing (DE-588)4789127-0 gnd rswk-swf Wissensmanagement (DE-588)4561842-2 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 DE-604 Erscheint auch als Druck-Ausgabe 978-1-60566-258-9 Erscheint auch als Druck-Ausgabe 1-60566-258-5 Erscheint auch als Druck-Ausgabe 978-1-61692-540-6 http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/978-1-60566-258-9 Verlag URL des Erstveröffentlichers Volltext |
| spellingShingle | Al-Shammari, Minwir 1962- Customer knowledge management people, processes, and technology 1. Setting a CKM strategy -- 2. Spotting environmental drivers -- 3. Reorganizing people -- 4. Retooling ICT systems -- 5. Redesigning processes -- 6. Capturing data from customers -- 7. Compiling profiles of customers -- 8. Creating knowledge about customers -- 9. Maximizing value for customers -- 10. Measuring return on relationships with customers -- 11. Managing learning throughout CKM change Customer relations Relationship marketing Beziehungsmarketing (DE-588)4789127-0 gnd Wissensmanagement (DE-588)4561842-2 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4789127-0 (DE-588)4561842-2 (DE-588)4236865-0 |
| title | Customer knowledge management people, processes, and technology |
| title_auth | Customer knowledge management people, processes, and technology |
| title_exact_search | Customer knowledge management people, processes, and technology |
| title_full | Customer knowledge management people, processes, and technology Minwir Al-Shammari (University of Bahrain, Bahrain) |
| title_fullStr | Customer knowledge management people, processes, and technology Minwir Al-Shammari (University of Bahrain, Bahrain) |
| title_full_unstemmed | Customer knowledge management people, processes, and technology Minwir Al-Shammari (University of Bahrain, Bahrain) |
| title_short | Customer knowledge management |
| title_sort | customer knowledge management people processes and technology |
| title_sub | people, processes, and technology |
| topic | Customer relations Relationship marketing Beziehungsmarketing (DE-588)4789127-0 gnd Wissensmanagement (DE-588)4561842-2 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Customer relations Relationship marketing Beziehungsmarketing Wissensmanagement Kundenmanagement |
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