Customer Knowledge Management

Leveraging Soft Skills to Improve Customer Focus

Business & Finance, Industries & Professions, Information Management, Marketing & Sales
Cover of the book Customer Knowledge Management by Soumit Sain, Silvio Wilde, Springer International Publishing
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Author: Soumit Sain, Silvio Wilde ISBN: 9783319050591
Publisher: Springer International Publishing Publication: June 30, 2014
Imprint: Springer Language: English
Author: Soumit Sain, Silvio Wilde
ISBN: 9783319050591
Publisher: Springer International Publishing
Publication: June 30, 2014
Imprint: Springer
Language: English

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.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

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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