000 03843nam a22004335i 4500
001 978-3-642-16475-0
003 DE-He213
005 20140220083749.0
007 cr nn 008mamaa
008 110103s2011 gw | s |||| 0|eng d
020 _a9783642164750
_9978-3-642-16475-0
024 7 _a10.1007/978-3-642-16475-0
_2doi
050 4 _aHD28-70
072 7 _aKJM
_2bicssc
072 7 _aBUS041000
_2bisacsh
082 0 4 _a650
_223
100 1 _aWilde, Silvio.
_eauthor.
245 1 0 _aCustomer Knowledge Management
_h[electronic resource] :
_bImproving Customer Relationship through Knowledge Application /
_cby Silvio Wilde.
264 1 _aBerlin, Heidelberg :
_bSpringer Berlin Heidelberg,
_c2011.
300 _aXVI, 143p.
_bonline resource.
336 _atext
_btxt
_2rdacontent
337 _acomputer
_bc
_2rdamedia
338 _aonline resource
_bcr
_2rdacarrier
347 _atext file
_bPDF
_2rda
505 0 _a1.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 _aManaging 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 _aEconomics.
650 0 _aIndustrial management.
650 1 4 _aEconomics/Management Science.
650 2 4 _aManagement/Business for Professionals.
650 2 4 _aBusiness/Management Science, general.
650 2 4 _aEconomics/Management Science, general.
710 2 _aSpringerLink (Online service)
773 0 _tSpringer eBooks
776 0 8 _iPrinted edition:
_z9783642164743
856 4 0 _uhttp://dx.doi.org/10.1007/978-3-642-16475-0
912 _aZDB-2-SBE
999 _c107158
_d107158