Customer Knowledge Management Improving Customer Relationship through Knowledge Application /

• Main Author: Wilde, Silvio (Author)
• Corporate Author: SpringerLink (Online service)
• Format: Electronic eBook
• Language: English
• Published: Berlin, Heidelberg : Springer Berlin Heidelberg, 2011.
• Subjects: Business.; Management science.; Knowledge management.; Business and Management.; Knowledge Management.; Business and Management, general.

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 c...

Table of Contents:

• 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.