Download Customer Knowledge Management: Improving Customer by Silvio Wilde PDF

By Silvio Wilde

Managing and moving wisdom - on the correct time, within the correct position and with the best caliber for patrons - permits businesses to outlive in occasions of fierce festival. the focal point of this paintings is for that reason on wisdom administration and patron dating administration. The theoretical half contains a number of methods to wisdom, its move and the boundaries to be triumph over whilst sharing wisdom. this can be by way of an outline of CRM and CKM (Customer wisdom Management), outlining how an important their winning use is. the sensible half explores at the one hand the dependence on wisdom and however its availability for a superb buyer dating. It encompasses a case examine that investigates either the executive and the operational region of a concrete corporation. The survey effects are then mentioned intimately, key good fortune components pointed out and blunders mentioned. After this severe research, ultimate concepts are on condition that each corporation can profit from.

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Extra resources for Customer Knowledge Management: Improving Customer Relationship through Knowledge Application

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47. 6 The Learning Organization This section explores the knowledge management aspect of organizational learning. Knowledge management and its learning aspect imply that an organization needs to make use of and extend its intellectual capital and knowledge assets. 37 Two key characteristics can be derived from this. On the one hand, organizational knowledge is knowledge that is shared among the members of an organization. On the other hand, organizational knowledge is spread. This means it is created and managed by individuals who act autonomously within a decision area.

2004), p. 53. 50 Cf. Gehle, M. (2006), p. 57. 51 Cf. Kolbe, L. , Brenner, W. (2003), p. 47. 52 Cf. Reinmann-Rothmeier, G. (2001), p. 24. 53 Cf. Davenport, T. , Prusak, L. (2000), p. 34. 54 Cf. Reinmann-Rothmeier, G. (2001), p. 24. 55 Cf. Grant, R. M. (2005), p. 176. 4 Summary 31 that the source of the ‘knowledge river’ does not dry up. Only through generation of new knowledge is it possible for a company to be close to its customers and act in a future-oriented way. New knowledge can only be created if employees are able to derive from their own experience and knowledge and put it into other contexts.

1999), p. 49. 4 Cf. , p. 50. 5 Cf. , Williams, K. (2000), p. 4; Szulanski, G. (1996), p. 27. 3 Best Practice Transfer Model by Szulanski 35 Integration Ramp-up Balance the Level Differences Implementation Initiation Initial Stage Realization Stage Improvement resp. Test Stage Integration Stage Fig. 1 Best Practice Transfer Model6 is available within the company. This demand for knowledge and its transfer can, for instance, be triggered by co-workers or by a customer problem and the search for a better solution.

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