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Customer-centric knowledge management concepts and applications /

"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 technolo...

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Bibliographic Details
Corporate Author: IGI Global.
Other Authors: Al-Shammari, Minwir, 1962-
Format: Electronic
Language:English
Published: Hershey, Pa. : IGI Global (701 E. Chocolate Avenue, Hershey, Pennsylvania, 17033, USA), c2012.
Subjects:
Customer relations.
Knowledge management.
Relationship marketing.
CCKM
Customer delivery channels
Supply chains
Role of people
Role of processes
Role of technologies
Strategic analysis
CK generation
CK implementation
CK sharing
Online Access:Chapter PDFs via platform:
Table of Contents:
  • 1. Optimising customers as knowledge resources and recipients: cases in small to medium sized software enterprises / Ciara Heavin and Frederic Adam
  • 2. Perceived risks of customer knowledge management / Carolina López-Nicolás and Francisco-José Molina-Castillo
  • 3. Unarmed prophets have come to grief: KM and the problem of systematizing trust relationships / Jennifer Adelstein
  • 4. The importance of collaboration in knowledge management in public services: creating value for stakeholders / António Carrizo Moreira and Ricardo Augusto Zimmermann
  • 5. Consumer centric knowledge management in Zakat institutions as strategic approach to reduce poverty / Abu Baker Ramadan Mohamed Hussain
  • 6. The relevance of customers as a source of knowledge in IT firms / Laura Zapata Cantú and José Luis Pineda
  • 7. Effective tools for customer knowledge management / Kamla Ali Al-Busaidi
  • 8. An evaluation of customer-centric benefits associated with knowledge management / Petra Marešová ... [et al.]
  • 9. The role of emotional intelligence in knowledge-enabled customer delight: a case on Bahrain / Suhaila Al Hashemi and Zahra Haji
  • 10. Micro-level stickiness as a threat to client centric knowledge transfer among ICT firms in Malaysian technology parks / Yusof Ismail and Suhaimi Mhd Sarif
  • 11. Customer service in an emerging market (UAE) / Rawdha Khamis Al Mehairbi and Yoosuf Cader
  • 12. An enterprise model for customer-centric knowledge management and knowledge-oriented customer relationship management / Joseph O. Chan
  • 13. Integrating customer relationship management, performance management, and knowledge management through balanced scorecard / Anthony Liew
  • 14. A comprehensive model for customer knowledge management mechanisms / Neda Sakhaee, Hamidreza Shahbaznezhad and Mehdi Shami Zanjani
  • 15. A knowledge management approach to marketing and the advent of customer knowledge management / Samiha Mjahed and Abdelfattah Triki
  • 16. Strategic imperatives for customer centric approach / Neeta Baporikar.

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