Customer focus is the most important challenge of the future.
Providing good customer service depends on how well companies know
their customers and clearly identify their needs. Availability of
customer knowledge, which is knowledge from, for and about the
customer, thus becomes crucial in offering customized products or
services. This can be gained most efficiently from direct
interaction with customers, but requires the use of interpersonal
and organizational soft skills. This book presents the
interrelationship between customer knowledge management, customer
focus and soft skills and also provides concrete advice on how the
management of customer knowledge can be optimized.
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