Customer knowledge management: people, processes, and technology

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"This book introduces an integrated approach to analyzing and building customer knowledge management (CKM) synergy from distinctive core advantages found in key organizational elements"--Provided by publisher

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Title Statements

Full title :Customer knowledge management : people, processes, and technology / Minwir Al-Shammari.

Summary

Edition Statements

Publication Date:©2009.

Publication Statements

Publisher(s):Information Science Reference
Place of Publication:Hershey, PA
Language:eng
Publication Date:©2009.

Notes

"Premier reference source"--Cover

The Physical Object

Description:1 online resource (xxiv, 360 pages) : : illustrations

Edition Identifiers

ISBN:9781605662596, 1605662593
oclc:ocn318584542
LC Classification:HF5415.5
Dewey Decimal:658.4/038

1. Setting a CKM strategy -- 2. Spotting environmental drivers -- 3. Reorganizing people -- 4. Retooling ICT systems -- 5. Redesigning processes -- 6. Capturing data from customers -- 7. Compiling profiles of customers -- 8. Creating knowledge about customers -- 9. Maximizing value for customers -- 10. Measuring return on relationships with customers -- 11. Managing learning throughout CKM change.

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