Download PDF by Silvio Wilde: Customer Knowledge Management: Improving Customer

By Silvio Wilde

ISBN-10: 3642164749

ISBN-13: 9783642164743

Managing and moving wisdom - on the correct time, within the correct position and with the fitting caliber for purchasers - permits businesses to outlive in occasions of fierce pageant. the point of interest of this paintings is consequently on wisdom administration and buyer dating administration. The theoretical half includes numerous techniques to wisdom, its move and the limitations to be triumph over whilst sharing wisdom. this can be via an outline of CRM and CKM (Customer wisdom Management), outlining how the most important their winning use is. the sensible half explores at the one hand the dependence on wisdom and however its availability for a superb client courting. It encompasses a case examine that investigates either the executive and the operational quarter of a concrete corporation. The survey effects are then mentioned intimately, key good fortune elements pointed out and errors mentioned. After this severe research, ultimate ideas are provided that each corporation can gain from.

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Additional info for Customer Knowledge Management: Improving Customer Relationship through Knowledge Application

Sample text

Knowledge in the gaseous state is difficultly accessible and controllable. In order to present knowledge, it has to be made visible and mobile. Before knowledge can be used, it needs to be made applicable. When knowledge is communicated, an exchange of information takes place. 63 The presented models have shown that knowledge is manageable. These theoretical approaches require an exchange of knowledge. Therefore, the next chapter focuses on the transfer and sharing of knowledge. 59 Cf. Gehle, M.

D. (2004), p. 189. 7 Cf. , p. 9. 8 Cf. Swift, R. S. (2001), p. 64. 9 Cf. , p. 61. 10 Cf. , Probst, G. (2002), p. 460.

2000), p. 162. 28 Cf. ‘SMEs in focus’ (2002), p. 8; ‘Working to Ensure Benefits from the GATS for Members’ Small and Medium Sized Enterprises (SMEs)’ (2005), p. 1. 5 Difficulties and Competition Factors of SMEs 17 Fig. 1 Factors on Which SMEs Consider Themselves Competitive29 following diagram shows the priority of competition factors for SMEs. The graph shows that the factor price figures only in third position while location ranks only in position four. This clearly shows that customer orientation is the most important competition factor for SMEs.

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Customer Knowledge Management: Improving Customer Relationship through Knowledge Application by Silvio Wilde

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