Customer Knowledge Management (Record no. 107158)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 03843nam a22004335i 4500 |
| 001 - CONTROL NUMBER | |
| control field | 978-3-642-16475-0 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | DE-He213 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20140220083749.0 |
| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION | |
| fixed length control field | cr nn 008mamaa |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 110103s2011 gw | s |||| 0|eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9783642164750 |
| -- | 978-3-642-16475-0 |
| 024 7# - OTHER STANDARD IDENTIFIER | |
| Standard number or code | 10.1007/978-3-642-16475-0 |
| Source of number or code | doi |
| 050 #4 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HD28-70 |
| 072 #7 - SUBJECT CATEGORY CODE | |
| Subject category code | KJM |
| Source | bicssc |
| 072 #7 - SUBJECT CATEGORY CODE | |
| Subject category code | BUS041000 |
| Source | bisacsh |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 650 |
| Edition number | 23 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Wilde, Silvio. |
| Relator term | author. |
| 245 10 - TITLE STATEMENT | |
| Title | Customer Knowledge Management |
| Medium | [electronic resource] : |
| Remainder of title | Improving Customer Relationship through Knowledge Application / |
| Statement of responsibility, etc | by Silvio Wilde. |
| 264 #1 - | |
| -- | Berlin, Heidelberg : |
| -- | Springer Berlin Heidelberg, |
| -- | 2011. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | XVI, 143p. |
| Other physical details | online resource. |
| 336 ## - | |
| -- | text |
| -- | txt |
| -- | rdacontent |
| 337 ## - | |
| -- | computer |
| -- | c |
| -- | rdamedia |
| 338 ## - | |
| -- | online resource |
| -- | cr |
| -- | rdacarrier |
| 347 ## - | |
| -- | text file |
| -- | |
| -- | rda |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | 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. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | 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 comprises several approaches to knowledge, its transfer and the barriers to be overcome when sharing knowledge. This is followed by a description of CRM and CKM (Customer Knowledge Management), outlining how crucial their successful use is. The practical part explores on the one hand the dependence on knowledge and on the other hand its availability for a good customer relationship. It includes a case study that investigates both the administrative and the operational area of a concrete company. The survey results are then discussed in detail, key success factors identified and mistakes pointed out. After this critical analysis, final recommendations are given that every company can benefit from. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Economics. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Industrial management. |
| 650 14 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Economics/Management Science. |
| 650 24 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Management/Business for Professionals. |
| 650 24 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Business/Management Science, general. |
| 650 24 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Economics/Management Science, general. |
| 710 2# - ADDED ENTRY--CORPORATE NAME | |
| Corporate name or jurisdiction name as entry element | SpringerLink (Online service) |
| 773 0# - HOST ITEM ENTRY | |
| Title | Springer eBooks |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY | |
| Display text | Printed edition: |
| International Standard Book Number | 9783642164743 |
| 856 40 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | http://dx.doi.org/10.1007/978-3-642-16475-0 |
| 912 ## - | |
| -- | ZDB-2-SBE |
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