Customer Knowledge Management People Processes And Technology
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Customer Knowledge Management People Processes And Technology
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Author : Al-Shammari, Minwir
language : en
Publisher: IGI Global
Release Date : 2009-03-31
Customer Knowledge Management People Processes And Technology written by Al-Shammari, Minwir and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-03-31 with Computers categories.
"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.
Aligning People Process And Technology In Knowledge Management
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Author : Stephanie Barnes
language : en
Publisher:
Release Date : 2011
Aligning People Process And Technology In Knowledge Management written by Stephanie Barnes and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Knowledge management categories.
Knowledge Management In Emerging Economies Social Organizational And Cultural Implementation
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Author : Al-Shammari, Minwir
language : en
Publisher: IGI Global
Release Date : 2010-09-30
Knowledge Management In Emerging Economies Social Organizational And Cultural Implementation written by Al-Shammari, Minwir and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-09-30 with Business & Economics categories.
Knowledge Management in Emerging Economies: Social, Organizational and Cultural Implementation seeks focuses on knowledge management theoretical models and empirical research findings for developing economies. This book specifically seeks to understand the social, organizational, and cultural implementation aspects of knowledge management in the context of developing economies, and to discuss issues, challenges, and trends surrounding this implementation.
Customer Centric Knowledge Management
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Author : Minwir Al-Shammari
language : en
Publisher: Information Science Reference
Release Date : 2011-07-01
Customer Centric Knowledge Management written by Minwir Al-Shammari and has been published by Information Science Reference this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-07-01 with Customer relations categories.
"This book is a comprehensive collection addressing managerial and technical aspects of customer-centric knowledge implementation, contributing to the dynamic and emerging fields of organizational knowledge management, customer relationship management, and information and communication technologies"--Provided by publisher.
Knowledge Management For Help Desk And Customer Care How To Build An Effective Knowledge Base A Roadmap To Success
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Author : Juliano Statdlober
language : en
Publisher: Independently Published
Release Date : 2017-06-23
Knowledge Management For Help Desk And Customer Care How To Build An Effective Knowledge Base A Roadmap To Success written by Juliano Statdlober and has been published by Independently Published this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-06-23 with Computers categories.
This book is divided into two parts.In its first part, it presents conceptual core definitions of knowledge management, with a theoretical basis and synthesis arising from research made in several publications, among books, articles, white papers and blogs. The result of this work is a summary of huge material, facilitating the introduction to the subject and understanding thereof.The focus of the book, however, is not restricted to knowledge management in itself. It is not a work which exhausts the subject, although it is a good reference for those wishing to be introduced to the issue.The objective is to present a practical proposition for development of initiatives of knowledge management applied to help desk and customer-care. To achieve this, the first part of the book also presents concepts of KCS (Knowledge-Centered Service), a set of practices and a specific methodology focused upon technical support, to improve the efficacy of resolving problems. KCS, however, is not limited merely to solving problems, being able to be adapted to handling requests in general.KCS is the result of compiling best practices and discussing initiatives by a group of large information technology companies, which formed a consortium to share ideas and experiences.The areas of technical support, whether in help desk or in customer care, depend upon the qualification of the people involved in the process, and this in turn depends upon knowledge. Indeed, how can one resolve a problem without knowing the subject concerned? The worst is that such subject is usually a technical issue, or is related to something technical, as the functioning of software or a product. Even in the cases of requisitions, where the agent does not go to resolve a problem, but to render a service to handle a request, knowledge is required: how to proceed to fulfill the necessity, or to whom and how forward the requisition, and what information is necessary? And if the requisition is a request for information, where to search for this information to pass to the requestor?KCS was created, with certain assumptions common to knowledge management, to deal with obtaining, sharing and transmitting knowledge to improve service, involving incidents and problems. As the methodology itself determines, it can be adapted to aid in forming a useful knowledge basis for handling requisitions. In the first part of the book KCS is presented and commented upon in a detailed manner, including its concepts, objectives and practices. As the theoretical concepts are presented and explained, and that, therefore, a context is provided, in its second part the book develops and presents a practical proposal of planning and implementing a knowledge management system using the practices of KCS. What is being proposed is the use of the conceptual basis of KCS, but not being limited thereto. Indeed, a roadmap resulting from the concepts as well as the experience and a certain creative boldness of this author is presented. The model proposed is something practical and applicable in companies of any size which have areas of technical support, service-desk, shared services or customer care. As they are practices suggested, they can be adapted, obviously, but their structure has a composition which allows the understanding of the themes in a logical and clear sequence, without ever losing sight of the essential academic concepts of knowledge management and KCS, obviously.
Customer Knowledge Management
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Author : Silvio Wilde
language : en
Publisher: Springer Science & Business Media
Release Date : 2011-01-04
Customer Knowledge Management written by Silvio Wilde and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-01-04 with Business & Economics categories.
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.
The Knowledge Manager S Handbook
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Author : Nick Milton
language : en
Publisher: Kogan Page Publishers
Release Date : 2016-04-03
The Knowledge Manager S Handbook written by Nick Milton and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-04-03 with Business & Economics categories.
The way an organization manages and disseminates its knowledge is key to informed business decision-making, effectiveness and competitive edge. Because knowledge management is not a one-size-fits-all method, you need a framework tailored to your organization and its priorities. The Knowledge Manager's Handbook takes you step by step through the processes needed to define and embed an effective knowledge management framework within your organization. Knowledge management experts Nick Milton and Patrick Lambe draw on their practical experience as consultants and project leaders to guide you through each stage of creating and implementing a knowledge management framework to answer your organization's specific needs. The framework takes into account the four essential aspects of knowledge management - people, processes, technologies and governance - and shows how each of these can be optimized to unlock the value of your organization's knowledge. With international case studies from organizations of all sizes and sectors, and user-friendly templates and checklists to help you implement effective knowledge management procedures, The Knowledge Manager's Handbook is the end to end guide to making a sustainable change in your organization's knowledge management culture.
The Essential Guide To Knowledge Management
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Author : Amrit Tiwana
language : en
Publisher: Prentice Hall
Release Date : 2001
The Essential Guide To Knowledge Management written by Amrit Tiwana and has been published by Prentice Hall this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Customer relations categories.
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Marketing And Consumer Behavior Concepts Methodologies Tools And Applications
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Author : Management Association, Information Resources
language : en
Publisher: IGI Global
Release Date : 2014-12-31
Marketing And Consumer Behavior Concepts Methodologies Tools And Applications written by Management Association, Information Resources and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-12-31 with Business & Economics categories.
As marketing professionals look for ever more effective ways to promote their goods and services to customers, a thorough understanding of customer needs and the ability to predict a target audiences reaction to advertising campaigns is essential. Marketing and Consumer Behavior: Concepts, Methodologies, Tools, and Applications explores cutting-edge advancements in marketing strategies as well as the development and design considerations integral to the successful analysis of consumer trends. Including both in-depth case studies and theoretical discussions, this comprehensive four-volume reference is a necessary resource for business leaders and marketing managers, students and educators, and advertisers looking to expand the reach of their target market.
Customer Centric Marketing Strategies Tools For Building Organizational Performance
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Author : Kaufmann, Hans-Ruediger
language : en
Publisher: IGI Global
Release Date : 2012-11-30
Customer Centric Marketing Strategies Tools For Building Organizational Performance written by Kaufmann, Hans-Ruediger and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-11-30 with Business & Economics categories.
As customer orientation continues to gain importance in the marketing field, there has been a growing concern for organizations to implement effective customer centric policies. Customer-Centric Marketing Strategies: Tools for Building Organizational Performance provides a more conceptual understanding on customer-centric marketing strategies as well as revealing the success factors of these concepts. This book will discuss how to improve the organizations financial and marketing performance.