Customer knowledge management people, processes, and technology
Title:
Customer knowledge management people, processes, and technology
Author:
Al-Shammari, Minwir, 1962-
ISBN:
9781605662596
Personal Author:
Publication Information:
Hershey, Pa. : IGI Global (701 E. Chocolate Avenue, Hershey, Pennsylvania, 17033, USA), c2009.
Physical Description:
electronic texts (xxiv, 360 p. : ill.) : digital files.
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.
Abstract:
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.
Added Corporate Author:
Electronic Access:
Chapter PDFs via platform: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/978-1-60566-258-9