Customer knowledge management people, processes, and technology /

• Main Author: Al-Shammari, Minwir, 1962-
• Corporate Author: IGI Global.
• Format: Electronic
• Language: English
• Published: Hershey, Pa. : IGI Global (701 E. Chocolate Avenue, Hershey, Pennsylvania, 17033, USA), c2009.
• Subjects: Customer relations.; Relationship marketing.; Capturing data from customers; CKM business model; CKM framework; CKM model for customer life cycle; CKM model for mass customization; CKM-based organization; Customer knowledge management; Customer-centric intelligence architecture; Difficult-to-imitate competitive strategies; ICT classification system; Information requirement analysis model; Organizational reinvention model; Redesigning processes; Retooling ICT systems
• Online Access: View fulltext via EzAccess
• Physical Description: electronic texts (xxiv, 360 p. : ill.) : digital files.; Also available in print.
• Format: Mode of access: World Wide Web.
• Bibliography: Includes bibliographical references (p. 352-355) and index.
• ISBN: 9781605662596 (ebook)
• Access: Restricted to subscribers or individual electronic text purchasers.

Customer knowledge is becoming the new competitive asset in e-business that enables companies to serve each customer in his or her preferred way, and to nurture profitable and durable customer relationships. As companies grow and interact with more and more customers through increasingly diverse media and channels, having a systematic approach to customer knowledge management becomes critical. This book introduces an integrated approach to analyzing and building customer knowledge management (CKM) synergy for sustainable competitive advantage. Well-organized and unique, this book provides concise yet comprehensive coverage of CKM concepts, methodologies, tools, issues, applications, and future trends.