Customer Knowledge Management

Customer Knowledge Management PDF

Author: Silvio Wilde

Publisher: Springer Science & Business Media

Published: 2011-01-04

Total Pages: 152

ISBN-13: 3642164757

DOWNLOAD EBOOK →

Managing and transferring knowledge - at the right time, in the right place and with the right quality for customers - enables companies to survive in times of fierce competition. The focus of this work is therefore on Knowledge Management and Customer Relationship Management. The theoretical part comprises several approaches to knowledge, its transfer and the barriers to be overcome when sharing knowledge. This is followed by a description of CRM and CKM (Customer Knowledge Management), outlining how crucial their successful use is. The practical part explores on the one hand the dependence on knowledge and on the other hand its availability for a good customer relationship. It includes a case study that investigates both the administrative and the operational area of a concrete company. The survey results are then discussed in detail, key success factors identified and mistakes pointed out. After this critical analysis, final recommendations are given that every company can benefit from.

Customer Knowledge Management

Customer Knowledge Management PDF

Author: Silvio Wilde

Publisher: Springer Science & Business Media

Published: 2011-01-04

Total Pages: 152

ISBN-13: 3642164757

DOWNLOAD EBOOK →

Managing and transferring knowledge - at the right time, in the right place and with the right quality for customers - enables companies to survive in times of fierce competition. The focus of this work is therefore on Knowledge Management and Customer Relationship Management. The theoretical part comprises several approaches to knowledge, its transfer and the barriers to be overcome when sharing knowledge. This is followed by a description of CRM and CKM (Customer Knowledge Management), outlining how crucial their successful use is. The practical part explores on the one hand the dependence on knowledge and on the other hand its availability for a good customer relationship. It includes a case study that investigates both the administrative and the operational area of a concrete company. The survey results are then discussed in detail, key success factors identified and mistakes pointed out. After this critical analysis, final recommendations are given that every company can benefit from.

Customer-Centric Knowledge Management

Customer-Centric Knowledge Management PDF

Author: Minwir Al-Shammari

Publisher: Information Science Reference

Published: 2011-07-01

Total Pages: 315

ISBN-13: 9781613500910

DOWNLOAD EBOOK →

"This book is a comprehensive collection addressing managerial and technical aspects of customer-centric knowledge implementation, contributing to the dynamic and emerging fields of organizational knowledge management, customer relationship management, and information and communication technologies"--Provided by publisher.

Customer Knowledge Management

Customer Knowledge Management PDF

Author: Soumit Sain

Publisher: Springer

Published: 2016-08-23

Total Pages: 0

ISBN-13: 9783319381404

DOWNLOAD EBOOK →

Customer focus is the most important challenge of the future. Providing good customer service depends on how well companies know their customers and clearly identify their needs. Availability of customer knowledge, which is knowledge from, for and about the customer, thus becomes crucial in offering customized products or services. This can be gained most efficiently from direct interaction with customers, but requires the use of interpersonal and organizational soft skills. This book presents the interrelationship between customer knowledge management, customer focus and soft skills and also provides concrete advice on how the management of customer knowledge can be optimized.

Strategic Management in the Knowledge Economy

Strategic Management in the Knowledge Economy PDF

Author: Marius Leibold

Publisher: John Wiley & Sons

Published: 2007-06-27

Total Pages: 355

ISBN-13: 3895786101

DOWNLOAD EBOOK →

Due to the dramatic shifts in the knowledge economy, this book provides a significant departure from traditional strategic management concepts and practice. Designed for both advanced students and business managers, it presents a unique combination of new strategic management theory, carefully selected strategic management articles by prominent scholars such as Gary Hamel, Michael Porter, Peter Senge, and real-world case studies. On top of this, the authors link powerful new benchmarks in strategic management thinking, including the concepts of Socio-Cultural Network Dynamics, Systemic Scorecards, and Customer Knowledge Management with practical business challenges and solutions of blue-chip companies with a superior performance (Lafite-Rothschild, Who's Who, Holcim, BRL Hardy, Kuoni BTI, Deutsche Bank, Unisys, Novartis).

Encyclopedia of Knowledge Management, Second Edition

Encyclopedia of Knowledge Management, Second Edition PDF

Author: Schwartz, David

Publisher: IGI Global

Published: 2010-07-31

Total Pages: 1652

ISBN-13: 1599049325

DOWNLOAD EBOOK →

Knowledge Management has evolved into one of the most important streams of management research, affecting organizations of all types at many different levels. The Encyclopedia of Knowledge Management, Second Edition provides a compendium of terms, definitions and explanations of concepts, processes and acronyms addressing the challenges of knowledge management. This two-volume collection covers all aspects of this critical discipline, which range from knowledge identification and representation, to the impact of Knowledge Management Systems on organizational culture, to the significant integration and cost issues being faced by Human Resources, MIS/IT, and production departments.

Enabling Knowledge Creation

Enabling Knowledge Creation PDF

Author: Georg von Krogh

Publisher: Oxford University Press

Published: 2000-06-01

Total Pages: 305

ISBN-13: 0199880824

DOWNLOAD EBOOK →

When The Knowledge-Creating Company (OUP; nearly 40,000 copies sold) appeared, it was hailed as a landmark work in the field of knowledge management. Now, Enabling Knowledge Creation ventures even further into this all-important territory, showing how firms can generate and nurture ideas by using the concepts introduced in the first book. Weaving together lessons from such international leaders as Siemens, Unilever, Skandia, and Sony, along with their own first-hand consulting experiences, the authors introduce knowledge enabling--the overall set of organizational activities that promote knowledge creation--and demonstrate its power to transform an organization's knowledge into value-creating actions. They describe the five key "knowledge enablers" and outline what it takes to instill a knowledge vision, manage conversations, mobilize knowledge activists, create the right context for knowledge creation, and globalize local knowledge. The authors stress that knowledge creation must be more than the exclusive purview of one individual--or designated "knowledge" officer. Indeed, it demands new roles and responsibilities for everyone in the organization--from the elite in the executive suite to the frontline workers on the shop floor. Whether an activist, a caring expert, or a corporate epistemologist who focuses on the theory of knowledge itself, everyone in an organization has a vital role to play in making "care" an integral part of the everyday experience; in supporting, nurturing, and encouraging microcommunities of innovation and fun; and in creating a shared space where knowledge is created, exchanged, and used for sustained, competitive advantage. This much-anticipated sequel puts practical tools into the hands of managers and executives who are struggling to unleash the power of knowledge in their organization.

Organizational Epistemology

Organizational Epistemology PDF

Author: Johan Roos

Publisher: Springer

Published: 2016-07-27

Total Pages: 217

ISBN-13: 1349240346

DOWNLOAD EBOOK →

This book presents a new view of organizations which has important implications for the theory, methods and practice of management. For several years the boundaries of political science, sociology and other fields in the social sciences have been significantly rethought with the help of autopoiesis theory. The authors examine how this theory can be applied in the organization and management field, by an increased focus on knowledge and the processes of knowledge development and guidance. Intended as a standard reference for all those involved in the study of advanced organizations, Organizational Epistemology will be welcomed by graduate students, researchers and reflective practitioners alike.

Knowledge Management Systems and Customer Knowledge Use in Organizations

Knowledge Management Systems and Customer Knowledge Use in Organizations PDF

Author: Scott Paquette

Publisher:

Published: 2008

Total Pages: 0

ISBN-13: 9780494579060

DOWNLOAD EBOOK →

The objective of the research was to understand how customer knowledge was used in an organization and the role knowledge management systems (KMS) played in this use. Traditionally, organizations have relied on internal knowledge to shape their corporate strategy. Recently however they are tapping new sources of knowledge that are external to the firm. One important source of organizational knowledge is a company's customers, as they present a source of knowledge that may provide new insights, innovations and ideas that are not necessarily found within the organization. The results of the research demonstrate how the types of customer knowledge available to an organization can be categorized by the perceived quality and the perceived accessibility of the knowledge. These findings contribute to the field of knowledge management by moving towards a theory of how customer knowledge is used by an organization, and how internal and external factors affect this use. Furthermore, this study raises awareness of the importance of a KMS in managing customer knowledge, including key aspects of its design and implementation. To answer these questions, a case study was conducted in a Canadian health care systems organization. By taking the approach that individuals in an organization are the key to sharing knowledge with customers, this research was able to gain an in-depth understanding of how employees view customer knowledge, including both positive and negative attitudes towards this new source of knowledge. The types of customer knowledge available to the study organization were identified, as were the ways that the newly implemented KMS helped and hindered knowledge sharing. The study examined the perceptions and beliefs of customer knowledge held by an organization's employees, the types of customer knowledge available to the firm, the use of a KMS, and its impact on an organization's use of knowledge. We posed the question of how these perceptions and beliefs influenced the types of customer knowledge available and the design and implementation of a KMS. Furthermore, we investigated the impact of customer knowledge types and knowledge management systems on how an organization uses customer knowledge in its regular operational routines.

Lanterna Rally - Theme by Grace Themes