Customer knowledge management : people, processes, and technology / Minwir Al-Shammari.

Format:

Book

Author/Creator:

Al-Shammari, Minwir, 1962-

Series:

Gale eBooks

Language:

English

Subjects (All):

Customer relations.

Relationship marketing.

Physical Description:

1 online resource (xxiv, 360 pages) : illustrations

Place of Publication:

Hershey, Pa. : Information Science Reference, 2009.

Language Note:

English

System Details:

Mode of access: World Wide Web.

Summary:

"This book introduces an integrated approach to analyzing and building customer knowledge management (CKM) synergy from distinctive core advantages found in key organizational elements"--Provided by publisher.

Contents:

1. Setting a CKM strategy

2. Spotting environmental drivers

3. Reorganizing people

4. Retooling ICT systems

5. Redesigning processes

6. Capturing data from customers

7. Compiling profiles of customers

8. Creating knowledge about customers

9. Maximizing value for customers

10. Measuring return on relationships with customers

11. Managing learning throughout CKM change.

Notes:

"Premier reference source"--Cover.

Includes bibliographical references and index.

Title from PDF t.p. (viewed on Jun 5, 2010).

ISBN:

9781605662596 (ebook)

OCLC:

317754377