Customer Knowledge Management People Processes And Technology
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Customer Knowledge Management: People, Processes, and Technology by Al-Shammari, Minwir Pdf
"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.
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.
Customer-Centric Knowledge Management by Minwir Al-Shammari Pdf
"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.
Marketing and Consumer Behavior: Concepts, Methodologies, Tools, and Applications by Management Association, Information Resources Pdf
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 by Kaufmann, Hans-Ruediger Pdf
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.
Recent Trends in Data Science and Soft Computing by Faisal Saeed,Nadhmi Gazem,Fathey Mohammed,Abdelsalam Busalim Pdf
This book presents the proceedings of the 3rd International Conference of Reliable Information and Communication Technology 2018 (IRICT 2018), which was held in Kuala Lumpur, Malaysia, on July 23–24, 2018. The main theme of the conference was “Data Science, AI and IoT Trends for the Fourth Industrial Revolution.” A total of 158 papers were submitted to the conference, of which 103 were accepted and considered for publication in this book. Several hot research topics are covered, including Advances in Data Science and Big Data Analytics, Artificial Intelligence and Soft Computing, Business Intelligence, Internet of Things (IoT) Technologies and Applications, Intelligent Communication Systems, Advances in Computer Vision, Health Informatics, Reliable Cloud Computing Environments, Recent Trends in Knowledge Management, Security Issues in the Cyber World, and Advances in Information Systems Research, Theories and Methods.
Handbook of Research on Managing and Influencing Consumer Behavior by Kaufmann, Hans-Ruediger Pdf
In recent years, all types of businesses have increasingly focused on the importance of the relationship with the customer. Customer knowledge management has become a well-known term used in the business and academic worlds for understanding how to control consumer behavior. The Handbook of Research on Managing and Influencing Consumer Behavior discusses the importance of understanding and implementing customer knowledge management and customer relationship management into everyday business workflows. This comprehensive reference work highlights the changes that the Internet and social media have brought to consumer behavior, and is of great use to marketers, businesses, academics, students, researchers, and professionals.
Research in Systems Analysis and Design: Models and Methods by Stanisław Wrycza Pdf
This book constitutes the proceedings of the 4th EuroSymposium on Systems Analysis and Design, SIGSAND/PLAIS 2011, held in Gdańsk, Poland, in September 2011. The objective of this symposium is to promote and develop high-quality research on all issues related to systems analysis and design (SAND). It provides a forum for SAND researchers and practitioners in Europe and beyond to interact, collaborate, and develop their field. The 9 papers were carefully reviewed and selected from 20 submissions. An additional revision took place after the conference to incorporate discussion results from the presentation. The contributions are organized into topical sections on business process modeling, integrated systems development, and software development.
7th International Conference on Knowledge Management in Organizations: Service and Cloud Computing by Lorna Uden,Francisco Herrera,Javier Bajo Pérez,Juan Manuel Corchado Rodríguez Pdf
The seventh International Conference on Knowledge Management in Organizations (KMO) brings together researchers and developers from industry and the academic world to report on the latest scientific and technical advances on knowledge management in organisations. KMO 2012 provides an international forum for authors to present and discuss research focused on the role of knowledge management for innovative services in industries, to shed light on recent advances in cloud computing for KM as well as to identify future directions for researching the role of knowledge management in service innovation and how cloud computing can be used to address many of the issues currently facing KM in academia and industrial sectors. The conference took place at Salamanca in Spain on the 11th-13th July in 2012.
Knowledge Management in Emerging Economies: Social, Organizational and Cultural Implementation by Al-Shammari, Minwir Pdf
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.
Encyclopedia of Knowledge Management by Schwartz, David Pdf
"This encyclopedia is a research reference work documenting the past, present, and possible future directions of knowledge management"--Provided by publisher.
Knowledge Management for Help Desk and Customer Care: How to Build an Effective Knowledge Base - A Roadmap to Success by Juliano Statdlober Pdf
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.
Cognitive Analytics: Concepts, Methodologies, Tools, and Applications by Management Association, Information Resources Pdf
Due to the growing use of web applications and communication devices, the use of data has increased throughout various industries, including business and healthcare. It is necessary to develop specific software programs that can analyze and interpret large amounts of data quickly in order to ensure adequate usage and predictive results. Cognitive Analytics: Concepts, Methodologies, Tools, and Applications provides emerging perspectives on the theoretical and practical aspects of data analysis tools and techniques. It also examines the incorporation of pattern management as well as decision-making and prediction processes through the use of data management and analysis. Highlighting a range of topics such as natural language processing, big data, and pattern recognition, this multi-volume book is ideally designed for information technology professionals, software developers, data analysts, graduate-level students, researchers, computer engineers, software engineers, IT specialists, and academicians.
Ethical and Social Perspectives on Global Business Interaction in Emerging Markets by Al-Shammari, Minwir Pdf
Societal demands, needs, and perspectives of ethical and socially responsible behavior within business environments are a driving force for corporate self-regulation. As such, executives must consistently work to understand the current definition of ethical business behavior and strive to meet the expectations of the cultures and communities they serve. Ethical and Social Perspectives on Global Business Interaction in Emerging Markets compiles current research relating to business ethics within developing markets around the world. This timely publication features research on topics essential to remaining competitive in the modern global marketplace, such as corporate social responsibility, corporate governance, consumer behavior understanding, and ethical leadership, and how all of these components attribute to the decision making process in business environments. Business executives and managers, graduate-level students, and academics will find this publication to be essential to their research, professional, and educational needs.
