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Customer Knowledge Management Leveraging Soft Skills to Improve Customer Focus
Author
Title
Customer Knowledge Management [electronic resource] : Leveraging Soft Skills to Improve Customer Focus / by Soumit Sain, Silvio Wilde.
ISBN
9783319050591
Publication
Cham : Springer International Publishing : Imprint: Springer, 2014.
Physical Description
1 online resource (XVIII, 207 p.) 35 illus., 2 illus. in color.
Local Notes
Access is available to the Yale community.
Access and use
Access restricted by licensing agreement.
Summary
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.
Variant and related titles
Springer ENIN.
Other formats
Printed edition:
Printed edition:
Printed edition:
Format
Books / Online
Language
English
Added to Catalog
September 26, 2018
Series
Management for Professionals,
Contents
Knowledge Management Today
Review of Soft Skills Within Knowledge Management
Soft Skills Within Customer Knowledge Management and Their Impact on Customer Focus
Analysis and Evidence
Soft Skill Drivers for Successful CKM
Appendix.
Subjects
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