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

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 med...

Table of Contents:

• 1. Setting a CKM strategy
• 2. Spotting environmental drivers
• 3. Reorganizing people
• 4. Retooling ICT systems
• 5. Redesigning processes
• 6. Capturing data from customers
• 7. Compiling profiles of customers
• 8. Creating knowledge about customers
• 9. Maximizing value for customers
• 10. Measuring return on relationships with customers
• 11. Managing learning throughout CKM change.