Customer Knowledge Management - Leveraging Soft Skills to Improve Customer Focus (Hardcover, 2014 ed.)

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.

General

Imprint:	Springer International Publishing AG
Country of origin:	Switzerland
Series:	Management for Professionals
Release date:	July 2014
First published:	2014
Authors:	Soumit Sain • Silvio Wilde
Dimensions:	235 x 155 x 17mm (L x W x T)
Format:	Hardcover
Pages:	207
Edition:	2014 ed.
ISBN-13:	978-3-319-05058-4
Categories:	Books > Business & Economics > Business & management > Sales & marketing > Customer services
LSN:	3-319-05058-3
Barcode:	9783319050584

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