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Book Cover
Author Sain, Soumit, author

Title Customer knowledge management : leveraging soft skills to improve customer focus / Soumit Sain, Silvio Wilde
Published Cham ; New York : Springer, [2014]


Description 1 online resource
Series Management for professionals, 2192-810X
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
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
Bibliography Includes bibliographical references and index
Notes Online resource; title from PDF title page (Ebsco, viewed July 9, 2014)
Subject Customer relations -- Management.
Soft skills.
Knowledge management.
BUSINESS & ECONOMICS -- Customer Relations.
BUSINESS & ECONOMICS -- Management Science.
BUSINESS & ECONOMICS -- Organizational Behavior.
Customer relations -- Management.
Knowledge management.
Soft skills.
Genre/Form Electronic books
Form Electronic book
Author Wilde, Silvio, author.
ISBN 9783319050591