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Customer Knowledge Management: Improving Customer Relationship through Knowledge Application

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Personen und Körperschaften: Wilde, Silvio (VerfasserIn)
Titel: Customer Knowledge Management: Improving Customer Relationship through Knowledge Application/ by Silvio Wilde
Format: E-Book
Sprache: Englisch
veröffentlicht:
Berlin, Heidelberg Springer-Verlag Berlin Heidelberg 2011
Gesamtaufnahme: SpringerLink
Schlagwörter:
Beziehungsmarketing
Wissensmanagement
Wissenstransfer
Kundenanalyse
Economics
Industrial management
Economics/Management Science
Knowledge management
Business
Buchausg. u.d.T.: Wilde, Silvio, Customer knowledge management, Berlin : Springer, 2011, XVI, 143 S.
Quelle: Verbunddaten SWB
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505 8 0 |a Contents; List of Abbreviations; List of Figures; List of Tables; 1 Introduction; 2 Small and Medium-Sized Enterprises; 3 Knowledge Management; 4 Knowledge Transfer and Sharing; 5 Customer Relationship - Customer Knowledge; 6 Practical Investigation; 7 Critical Debate; 8 Conclusion; 9 Appendix; References; Index 
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contents Contents; List of Abbreviations; List of Figures; List of Tables; 1 Introduction; 2 Small and Medium-Sized Enterprises; 3 Knowledge Management; 4 Knowledge Transfer and Sharing; 5 Customer Relationship - Customer Knowledge; 6 Practical Investigation; 7 Critical Debate; 8 Conclusion; 9 Appendix; References; Index, 1.Introduction -- 1.1 Preface -- 1.2 Research Problem -- 1.3 Research Objective -- 1.4 Structure of the Book -- 1.5 From KM to CRM: 'PKMA', '5-Step CDLS', 'CRI-C' and 'SIS' -- 2. Small and Medium-Sized Enterprises -- 2.1 Preface -- 2.2 Nature and Importance of SMEs in Europe -- 2.3 SMEs in Germany -- 2.4 NEWCO International GmbH -- 2.5 Difficulties and Competition Factors of SMEs -- 2.6 Summary -- 3. Knowledge Management -- 3.1 Preface. - 3.2 Definition and Types of 'Knowledge' -- 3.3 Concepts of and Approaches to 'Knowledge Management' -- 3.4 Summary -- 4. Knowledge Transfer and Sharing -- 4.1 Preface -- 4.2 Complexity of Knowledge Sharing -- 4.3 Best Practice Transfer Model by Szulanski -- 4.4 Barriers to Knowledge Exchange -- 4.5 The Concept of Ba -- 4.6 The Learning Organization -- 4.7 Summary -- 5. Customer Relationship - Customer Knowledge -- 5.1 Preface -- 5.2 Customer Relationship Management -- 5.3 Customer Knowledge Management -- 5.4 Summary -- 6. Practical Investigation -- 6.1 Preface -- 6.2 Research Methodology -- 6.3 Research Design -- 6.4 Theoretical Approaches of the Case Study -- 6.5 Results of the Survey -- 6.6 Summary -- 7. Critical Debate -- 7.1 Preface -- 7.2 Discussion of the Results -- 7.3 Recommendations Resulting from the Case Study -- 7.4 Critical Analysis -- 7.5 Summary -- 8. Conclusion. - Appendix -- References, 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
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spelling Wilde, Silvio aut, Customer Knowledge Management Improving Customer Relationship through Knowledge Application by Silvio Wilde, Berlin, Heidelberg Springer-Verlag Berlin Heidelberg 2011, Online-Ressource (XVI, 143p, digital), Text txt rdacontent, Computermedien c rdamedia, Online-Ressource cr rdacarrier, SpringerLink Bücher, Includes bibliographical references and index, Contents; List of Abbreviations; List of Figures; List of Tables; 1 Introduction; 2 Small and Medium-Sized Enterprises; 3 Knowledge Management; 4 Knowledge Transfer and Sharing; 5 Customer Relationship - Customer Knowledge; 6 Practical Investigation; 7 Critical Debate; 8 Conclusion; 9 Appendix; References; Index, 1.Introduction -- 1.1 Preface -- 1.2 Research Problem -- 1.3 Research Objective -- 1.4 Structure of the Book -- 1.5 From KM to CRM: 'PKMA', '5-Step CDLS', 'CRI-C' and 'SIS' -- 2. Small and Medium-Sized Enterprises -- 2.1 Preface -- 2.2 Nature and Importance of SMEs in Europe -- 2.3 SMEs in Germany -- 2.4 NEWCO International GmbH -- 2.5 Difficulties and Competition Factors of SMEs -- 2.6 Summary -- 3. Knowledge Management -- 3.1 Preface. - 3.2 Definition and Types of 'Knowledge' -- 3.3 Concepts of and Approaches to 'Knowledge Management' -- 3.4 Summary -- 4. Knowledge Transfer and Sharing -- 4.1 Preface -- 4.2 Complexity of Knowledge Sharing -- 4.3 Best Practice Transfer Model by Szulanski -- 4.4 Barriers to Knowledge Exchange -- 4.5 The Concept of Ba -- 4.6 The Learning Organization -- 4.7 Summary -- 5. Customer Relationship - Customer Knowledge -- 5.1 Preface -- 5.2 Customer Relationship Management -- 5.3 Customer Knowledge Management -- 5.4 Summary -- 6. Practical Investigation -- 6.1 Preface -- 6.2 Research Methodology -- 6.3 Research Design -- 6.4 Theoretical Approaches of the Case Study -- 6.5 Results of the Survey -- 6.6 Summary -- 7. Critical Debate -- 7.1 Preface -- 7.2 Discussion of the Results -- 7.3 Recommendations Resulting from the Case Study -- 7.4 Critical Analysis -- 7.5 Summary -- 8. Conclusion. - Appendix -- References, 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, 1.1\x Beziehungsmarketing (DE-627)091354323 (DE-2867)19133-0 stw, 1.2\x Wissensmanagement (DE-627)091401496 (DE-2867)19655-5 stw, 1.3\x Wissenstransfer (DE-627)091401518 (DE-2867)18869-5 stw, 1.4\x Kundenanalyse (DE-627)091373239 (DE-2867)13485-6 stw, Economics, Industrial management, Economics/Management Science, Knowledge management, Business, s (DE-588)4561842-2 (DE-627)305123661 (DE-576)213728397 Wissensmanagement gnd, s (DE-588)4236865-0 (DE-627)104891025 (DE-576)210400358 Kundenmanagement gnd, s (DE-588)4789127-0 (DE-627)391883224 (DE-576)216411920 Beziehungsmarketing gnd, s (DE-588)4346301-0 (DE-627)155497154 (DE-576)211475831 Integriertes Management gnd, s (DE-588)4304338-0 (DE-627)121639452 (DE-576)211067245 Kundenanalyse gnd, DE-101, (DE-627), 9783642164743, Buchausg. u.d.T. Wilde, Silvio Customer knowledge management Berlin : Springer, 2011 XVI, 143 S. (DE-627)635192594 (DE-576)331580594 9783642164743, https://doi.org/10.1007/978-3-642-16475-0 X:SPRINGER Verlag Volltext, http://dx.doi.org/10.1007/978-3-642-16475-0 Resolving-System lizenzpflichtig Volltext, https://swbplus.bsz-bw.de/bsz337796467inh.htm B:DE-576;springer application/pdf 20110329175217 Verlag Inhaltsverzeichnis, (DE-627)644973234, http://dx.doi.org/10.1007/978-3-642-16475-0 DE-Ch1, DE-Ch1 epn:3338134312 2012-11-20T02:03:06Z, http://dx.doi.org/10.1007/978-3-642-16475-0 DE-Zwi2, DE-Zwi2 epn:3338134355 2011-02-22T12:07:09Z, http://dx.doi.org/10.1007/978-3-642-16475-0 Zum Online-Dokument DE-Zi4, DE-Zi4 epn:3338134371 2011-02-22T12:07:09Z, http://dx.doi.org/10.1007/978-3-642-16475-0 DE-520, DE-520 epn:3338134436 2011-02-22T12:07:09Z
spellingShingle Wilde, Silvio, Customer Knowledge Management: Improving Customer Relationship through Knowledge Application, Contents; List of Abbreviations; List of Figures; List of Tables; 1 Introduction; 2 Small and Medium-Sized Enterprises; 3 Knowledge Management; 4 Knowledge Transfer and Sharing; 5 Customer Relationship - Customer Knowledge; 6 Practical Investigation; 7 Critical Debate; 8 Conclusion; 9 Appendix; References; Index, 1.Introduction -- 1.1 Preface -- 1.2 Research Problem -- 1.3 Research Objective -- 1.4 Structure of the Book -- 1.5 From KM to CRM: 'PKMA', '5-Step CDLS', 'CRI-C' and 'SIS' -- 2. Small and Medium-Sized Enterprises -- 2.1 Preface -- 2.2 Nature and Importance of SMEs in Europe -- 2.3 SMEs in Germany -- 2.4 NEWCO International GmbH -- 2.5 Difficulties and Competition Factors of SMEs -- 2.6 Summary -- 3. Knowledge Management -- 3.1 Preface. - 3.2 Definition and Types of 'Knowledge' -- 3.3 Concepts of and Approaches to 'Knowledge Management' -- 3.4 Summary -- 4. Knowledge Transfer and Sharing -- 4.1 Preface -- 4.2 Complexity of Knowledge Sharing -- 4.3 Best Practice Transfer Model by Szulanski -- 4.4 Barriers to Knowledge Exchange -- 4.5 The Concept of Ba -- 4.6 The Learning Organization -- 4.7 Summary -- 5. Customer Relationship - Customer Knowledge -- 5.1 Preface -- 5.2 Customer Relationship Management -- 5.3 Customer Knowledge Management -- 5.4 Summary -- 6. Practical Investigation -- 6.1 Preface -- 6.2 Research Methodology -- 6.3 Research Design -- 6.4 Theoretical Approaches of the Case Study -- 6.5 Results of the Survey -- 6.6 Summary -- 7. Critical Debate -- 7.1 Preface -- 7.2 Discussion of the Results -- 7.3 Recommendations Resulting from the Case Study -- 7.4 Critical Analysis -- 7.5 Summary -- 8. Conclusion. - Appendix -- References, 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, Beziehungsmarketing, Wissensmanagement, Wissenstransfer, Kundenanalyse, Economics, Industrial management, Economics/Management Science, Knowledge management, Business, Kundenmanagement, Integriertes Management
swb_id_str 337796467
title Customer Knowledge Management: Improving Customer Relationship through Knowledge Application
title_auth Customer Knowledge Management Improving Customer Relationship through Knowledge Application
title_full Customer Knowledge Management Improving Customer Relationship through Knowledge Application by Silvio Wilde
title_fullStr Customer Knowledge Management Improving Customer Relationship through Knowledge Application by Silvio Wilde
title_full_unstemmed Customer Knowledge Management Improving Customer Relationship through Knowledge Application by Silvio Wilde
title_short Customer Knowledge Management
title_sort customer knowledge management improving customer relationship through knowledge application
title_sub Improving Customer Relationship through Knowledge Application
title_unstemmed Customer Knowledge Management: Improving Customer Relationship through Knowledge Application
topic Beziehungsmarketing, Wissensmanagement, Wissenstransfer, Kundenanalyse, Economics, Industrial management, Economics/Management Science, Knowledge management, Business, Kundenmanagement, Integriertes Management
topic_facet Beziehungsmarketing, Wissensmanagement, Wissenstransfer, Kundenanalyse, Economics, Industrial management, Economics/Management Science, Knowledge management, Business, Kundenmanagement, Integriertes Management
url https://doi.org/10.1007/978-3-642-16475-0, http://dx.doi.org/10.1007/978-3-642-16475-0, https://swbplus.bsz-bw.de/bsz337796467inh.htm
work_keys_str_mv AT wildesilvio customerknowledgemanagementimprovingcustomerrelationshipthroughknowledgeapplication