Skip to main content
SpringerLink
Log in

Customer Knowledge Management

Improving Customer Relationship through Knowledge Application

  • Book
  • © 2011

Overview

Authors:
  1. Silvio Wilde

    1. Langenfeld, Germany

    View author publications

    You can also search for this author in PubMed   Google Scholar

  • Kind of appeal for business companies

  • Guidebook for manager

  • Detailed fault analysis

  • Includes supplementary material: sn.pub/extras

This is a preview of subscription content, log in via an institution to check access.

Access this book

Log in via an institution
eBook USD 39.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book USD 54.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book USD 54.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Other ways to access

Licence this eBook for your library

Institutional subscriptions

Table of contents (9 chapters)

  1. Front Matter

    Pages i-xvi
    Download chapter PDF

  2. Introduction

    • Silvio Wilde
    Pages 1-10

  3. Small and Medium-Sized Enterprises

    • Silvio Wilde
    Pages 11-18

  4. Knowledge Management

    • Silvio Wilde
    Pages 19-32

  5. Knowledge Transfer and Sharing

    • Silvio Wilde
    Pages 33-43

  6. Customer Relationship – Customer Knowledge

    • Silvio Wilde
    Pages 45-56

  7. Practical Investigation

    • Silvio Wilde
    Pages 57-77

  8. Critical Debate

    • Silvio Wilde
    Pages 79-101

  9. Conclusion

    • Silvio Wilde
    Pages 103-108

  10. Appendix

    • Silvio Wilde
    Pages 109-129

  11. Back Matter

    Pages 131-143
    Download chapter PDF
Back to top

Keywords

About this book

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.

Authors and Affiliations

  • Langenfeld, Germany

    Silvio Wilde

About the author

Silvio Wilde studied Human Resource Management and International Project Management at the University of Applied Sciences in Neuss (Fachhochschule für Oekonomie und Management) and currently works as a marketing and sales expert. Thanks to his previous employments at Siemens, AT&S, BASF and Bayer, he can look back on a broad range of experience in different corporate cultures. This also enabled him to gain insights into the close relationship between Knowledge Management and Customer Relationship Management – the research topic of his book. His interests focus on „human capital", companies’ most valuable asset.

Bibliographic Information

  • Book Title: Customer Knowledge Management

  • Book Subtitle: Improving Customer Relationship through Knowledge Application

  • Authors: Silvio Wilde

  • DOI: https://doi.org/10.1007/978-3-642-16475-0

  • Publisher: Springer Berlin, Heidelberg

  • eBook Packages: Business and Economics, Business and Management (R0)

  • Copyright Information: Springer-Verlag Berlin Heidelberg 2011

  • Hardcover ISBN: 978-3-642-16474-3Published: 07 January 2011

  • Softcover ISBN: 978-3-642-42366-6Published: 11 October 2014

  • eBook ISBN: 978-3-642-16475-0Published: 04 January 2011

  • Edition Number: 1

  • Number of Pages: XVI, 143

  • Topics: Knowledge Management, Business and Management, general

Publish with us

Policies and ethics

Back to top

Search

Navigation