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Management for Professionals

Customer Knowledge Management

Leveraging Soft Skills to Improve Customer Focus

Autoren: Sain, Soumit, Wilde, Silvio

Vorschau
  • 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
Weitere Vorteile

Dieses Buch kaufen

eBook 50,28 €
Preis für Deutschland (Brutto)
  • ISBN 978-3-319-05059-1
  • Versehen mit digitalem Wasserzeichen, DRM-frei
  • Erhältliche Formate: PDF, EPUB
  • eBooks sind auf allen Endgeräten nutzbar
  • Sofortiger eBook Download nach Kauf
Hardcover 64,19 €
Preis für Deutschland (Brutto)
Softcover 64,19 €
Preis für Deutschland (Brutto)
Über dieses Buch

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.

Über die Autor*innen

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.

 

Inhaltsverzeichnis (5 Kapitel)

Inhaltsverzeichnis (5 Kapitel)

Dieses Buch kaufen

eBook 50,28 €
Preis für Deutschland (Brutto)
  • ISBN 978-3-319-05059-1
  • Versehen mit digitalem Wasserzeichen, DRM-frei
  • Erhältliche Formate: PDF, EPUB
  • eBooks sind auf allen Endgeräten nutzbar
  • Sofortiger eBook Download nach Kauf
Hardcover 64,19 €
Preis für Deutschland (Brutto)
Softcover 64,19 €
Preis für Deutschland (Brutto)
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Bibliografische Information

Bibliographic Information
Buchtitel
Customer Knowledge Management
Buchuntertitel
Leveraging Soft Skills to Improve Customer Focus
Autoren
Titel der Buchreihe
Management for Professionals
Copyright
2014
Verlag
Springer International Publishing
Copyright Inhaber
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
Buchreihen ISSN
2192-8096
Auflage
1
Seitenzahl
XVIII, 207
Anzahl der Bilder
33 schwarz-weiß Abbildungen, 2 Abbildungen in Farbe
Themen