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Customer Knowledge Management : Leveraging Soft Skills to Improve Customer Focus
Sain, Soumit - 2014
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.
Persistent link: https://www.econbiz.de/10014020669
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Customer Knowledge Management : Improving Customer Relationship through Knowledge Application
Wilde, Silvio - 2011
.5 From KM to CRM: 'PKMA', '5-Step CDLS', 'CRI-C' and 'SIS' -- 2. Small and Medium-Sized Enterprises -- 2.1 Preface -- 2 … to be overcome when sharing knowledge. This is followed by a description of CRM and CKM (Customer Knowledge Management …
Persistent link: https://www.econbiz.de/10014015212
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Wettbewerbsvorteile durch Wissen : Knowledge Management, CRM und Change Management verbinden
Mescheder, Bernhard - 2012
sich Methoden aus Wissensmanagement, Kundenbeziehungsmanagement (CRM) und Change Management mit Hilfe von wissensbasierten …
Persistent link: https://www.econbiz.de/10014015938
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Wissensentwicklungskompetenz im Business-to-Business-Bereich : Der einzelne Kunde als Wissensquelle
Griese, Ilka - 2011
Einzelne Kunden stellen im B-to-B-Bereich eine bedeutende Wissensquelle für Unternehmen dar. Um Erkenntnisse vom einzelnen Kunden gewinnen, aufbereiten und weitergeben zu können, müssen die Mitarbeiter eines Unternehmens geeignete Fähigkeiten und Möglichkeiten besitzen. Ilka Griese...
Persistent link: https://www.econbiz.de/10014015390
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Customer Knowledge Management in der Konzeptphase der Neuproduktentwicklung
Böckermann, Florian - 2013
Bei der kontinuierlichen Entwicklung und Vermarktung von Neuprodukten ist die Generierung sowie sorgfältige Verarbeitung und Nutzung des Kundenwissens essenziell. Florian Böckermann entwickelt ein Customer Knowledge Management (CKM)-Konzept, in welchem das im Rahmen der Neuproduktentwicklung...
Persistent link: https://www.econbiz.de/10014016369
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Customer Relationship Management : Concept, Strategy, and Tools
Kumar, V.; Reinartz, Werner - 2018 - Third edition
we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the … under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key … sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and …
Persistent link: https://www.econbiz.de/10012395810
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Customer Engagement Marketing
Palmatier, Robert W. (ed.); Kumar, V. (ed.);  … - 2018
This book provides a synthesis of research perspectives on customer engagement through a collection of chapters from thought leaders. It identifies cutting-edge metrics for capturing and measuring customer engagement and highlights best practices in implementing customer engagement marketing...
Persistent link: https://www.econbiz.de/10012396394
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Customer Experience Management Rebooted : Are you an Experience brand or an Efficiency brand?
Walden, Steven - 2017
Customer experience management is not about managing every objective “experience” your customers have with you. It’s about understanding, measuring and creating “experiences” that customers “value”. So while service and efficiency are wonderful things, they represent "business as...
Persistent link: https://www.econbiz.de/10012397856
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The Intuitive Customer : 7 Imperatives For Moving Your Customer Experience to the Next Level
Shaw, Colin - 2016
Consumers are unreasonable - but they're not stupid. We all like to think we make rational choices. But thirty years' of research has shown that what we actually do is make instinctive, 'gut' choices and then reverse engineer a set of rational criteria to justify that choice in order to fool...
Persistent link: https://www.econbiz.de/10012398125
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Strategisches Kündigungsverhalten : Eine empirische Analyse vertraglicher Endkundenbeziehungen
Naß, Stephan - 2012
Die Neukundenakquisition und das Kundenbindungsmanagement sind in zahlreichen Branchen von Prämien zur Gewinnung von neuen bzw. Bindung von bestehenden Kunden geprägt. Immer mehr Kunden nutzen mittlerweile das Instrument Kündigung, um bessere Vertragskonditionen und Prämien verhandeln zu...
Persistent link: https://www.econbiz.de/10014015819