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.
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