Customer Knowledge Management: Leveraging Soft Skills to Improve Customer Focus (Management for Professionals) - Hardcover

Buch 55 von 339: Management for Professionals

Sain, Soumit; Wilde, Silvio

 
9783319050584: Customer Knowledge Management: Leveraging Soft Skills to Improve Customer Focus (Management for Professionals)
Hardcover
ISBN 10: 3319050583 ISBN 13: 9783319050584
Verlag: Springer, 2014

Inhaltsangabe

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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Über die Autorin bzw. den Autor

Prof. Dr. Soumit Sain is a full time professor of International Management at University of Applied Sciences for Economics and Management in Essen, Germany. He also lectures International Marketing at the Fontys University of Applied Sciences in Venlo, The Netherlands. His main research areas are in the field of Knowledge Management, International & Global Strategies and Intercultural Studies of multinational and global conglomerates. Prior to his academic career he has worked as software developer and analyst for a global company in India and USA.

 

 

Silvio Wilde, MBA, studied International Strategy and Sales Management and International Entrepreneurship in Düsseldorf at the University of Applied Sciences in Economics and Management. Thanks to his previous employments at Siemens, BASF, Bayer and Lanxess, he can look back on a broad range of experience in different corporate knowledge cultures. He currently works as a sales expert, including direct interaction with customers. This enables him to be close to customers and their knowledge and to gain insights into the management of this customer knowledge day by day.

 

Von der hinteren Coverseite

​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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Verlag
Springer
Erscheinungsdatum
2014
Sprache
Englisch
ISBN 10 
3319050583
ISBN 13 
9783319050584
Einband
Gebundene Ausgabe
Anzahl der Seiten
225
Kontakt zum Hersteller
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Darmstadt
64293
Deutschland

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ISBN 10:  3319381407 ISBN 13:  9783319381404
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Softcover