Management for Professionals

Customer Knowledge Management

Leveraging Soft Skills to Improve Customer Focus

Authors: Sain, Soumit, Wilde, Silvio

  • Combines customer knowledge management, customer focus and soft skills based on recent primary data
  • Focuses on interpersonal and organizational skills within customer knowledge management processes
  • Provides recommendations for optimizing the management of customer knowledge
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eBook $59.99
price for USA (gross)
  • ISBN 978-3-319-05059-1
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $79.99
price for USA
  • ISBN 978-3-319-05058-4
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $79.99
price for USA
  • Customers within the U.S. and Canada please contact Customer Service at 1-800-777-4643, Latin America please contact us at +1-212-460-1500 (Weekdays 8:30am – 5:30pm ET) to place your order.
  • Due: October 7, 2016
  • ISBN 978-3-319-38140-4
  • Free shipping for individuals worldwide
About this book

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.

About the authors

Prof. Dr. Soumit Sain is a full time professor of International Management at University of Applied Sciences for Economics and Management in Essen, Germany. He also lectures International Marketing at the Fontys University of Applied Sciences in Venlo, The Netherlands. His main research areas are in the field of Knowledge Management, International & Global Strategies and Intercultural Studies of multinational and global conglomerates. Prior to his academic career he has worked as software developer and analyst for a global company in India and USA.

 

 

Silvio Wilde, MBA, studied International Strategy and Sales Management and International Entrepreneurship in Düsseldorf at the University of Applied Sciences in Economics and Management. Thanks to his previous employments at Siemens, BASF, Bayer and Lanxess, he can look back on a broad range of experience in different corporate knowledge cultures. He currently works as a sales expert, including direct interaction with customers. This enables him to be close to customers and their knowledge and to gain insights into the management of this customer knowledge day by day.

 

Table of contents (5 chapters)

  • Knowledge Management Today

    Sain, Soumit (et al.)

    Pages 1-6

  • Review of Soft Skills Within Knowledge Management

    Sain, Soumit (et al.)

    Pages 7-55

  • Soft Skills Within Customer Knowledge Management and Their Impact on Customer Focus

    Sain, Soumit (et al.)

    Pages 57-85

  • Analysis and Evidence

    Sain, Soumit (et al.)

    Pages 87-131

  • Soft Skill Drivers for Successful CKM

    Sain, Soumit (et al.)

    Pages 133-139

Buy this book

eBook $59.99
price for USA (gross)
  • ISBN 978-3-319-05059-1
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $79.99
price for USA
  • ISBN 978-3-319-05058-4
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $79.99
price for USA
  • Customers within the U.S. and Canada please contact Customer Service at 1-800-777-4643, Latin America please contact us at +1-212-460-1500 (Weekdays 8:30am – 5:30pm ET) to place your order.
  • Due: October 7, 2016
  • ISBN 978-3-319-38140-4
  • Free shipping for individuals worldwide
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Bibliographic Information

Bibliographic Information
Book Title
Customer Knowledge Management
Book Subtitle
Leveraging Soft Skills to Improve Customer Focus
Authors
Series Title
Management for Professionals
Copyright
2014
Publisher
Springer International Publishing
Copyright Holder
Springer International Publishing Switzerland
eBook ISBN
978-3-319-05059-1
DOI
10.1007/978-3-319-05059-1
Hardcover ISBN
978-3-319-05058-4
Softcover ISBN
978-3-319-38140-4
Series ISSN
2192-8096
Edition Number
1
Number of Pages
XVIII, 207
Number of Illustrations and Tables
33 b/w illustrations, 2 illustrations in colour
Topics