ENGLISH

Customer Knowledge Management: Leveraging Soft Skills to Improve Customer Focus

By Silvio Wilde (auth.) , Soumit Sain

Book information

Publisher
Springer International Publishing
Year
2014
ISBN
978-3-319-05058-4, 978-3-319-05059-1
DOI
10.1007/978-3-319-05059-1
Language
english
Format
PDF
Filesize
3 MB (3467446 bytes)
Series
Management for Professionals
Edition
1
Pages
207\221
Time added
2014-11-10 20:00:00
Marketing; Business Information Systems; IndustriaOrganisational and Economic Psychology; Human Reso

Description

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.

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