Customer Knowledge Management: People, Processes, and Technology, 1st Edition

  • Minwir Al-Shammari
  • Published By:
  • ISBN-10: 1605662593
  • ISBN-13: 9781605662596
  • Grade Level Range: College Freshman - College Senior
  • 360 Pages | eBook
  • Original Copyright 2008 | Published/Released July 2009
  • This publication's content originally published in print form: 2008

  • Price:  Sign in for price

About

Overview

Introduces an integrated approach to analyzing and building customer knowledge management (CKM) synergy for sustainable competitive advantage. Provides coverage of CKM concepts, methodologies, tools, issues, applications, and future trends.

Table of Contents

Front Cover.
Title Page.
Copyright Page.
Dedication.
Table of Contents.
Foreword.
Preface.
Acknowledgment.
1: Strategizing (2Ss).
2: Setting a CKM Strategy.
3: Spotting Environmental Drivers.
4: Reinventing (3 Rs).
5: Reorganizing People.
6: Retooling ICT Systems.
7: Redesigning Processes.
8: Capitalizing (3 Cs).
9: Capturing Data from Customers.
10: Compiling Profiles of Customers.
11: Creating Knowledge about Customers.
12: Mastering (3 Ms).
13: Maximizing Value for Customers.
14: Measuring Return on Relationships with Customers.
15: Managing Learning Throughout CKM Change.
About the Author.
Index.