Management for Professionals

Customer Knowledge Management

Leveraging Soft Skills to Improve Customer Focus

Authors: Sain, Soumit, Wilde, Silvio

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  • 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 in USD
  • ISBN 978-3-319-05059-1
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • Immediate eBook download after purchase and usable on all devices
  • Bulk discounts available
Hardcover $74.99
price for USA in USD
Softcover $79.99
price for USA in USD
  • 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 (24 hours a day, 7 days a week). Pre-ordered printed titles are excluded from promotions.
  • Due: October 7, 2016
  • ISBN 978-3-319-38140-4
  • Free shipping for individuals worldwide. Please be advised Covid-19 shipping restrictions apply. Please review prior to ordering
  • Usually ready to be dispatched within 3 to 5 business days
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)

Table of contents (5 chapters)

Buy this book

eBook $59.99
price for USA in USD
  • ISBN 978-3-319-05059-1
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • Immediate eBook download after purchase and usable on all devices
  • Bulk discounts available
Hardcover $74.99
price for USA in USD
Softcover $79.99
price for USA in USD
  • 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 (24 hours a day, 7 days a week). Pre-ordered printed titles are excluded from promotions.
  • Due: October 7, 2016
  • ISBN 978-3-319-38140-4
  • Free shipping for individuals worldwide. Please be advised Covid-19 shipping restrictions apply. Please review prior to ordering
  • Usually ready to be dispatched within 3 to 5 business days
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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
33 b/w illustrations, 2 illustrations in colour
Topics