By Soumit Sain, Silvio Wilde (auth.)
Customer concentration is crucial problem of the long run. offering sturdy customer support relies on how good businesses be aware of their consumers and obviously establish their wishes. Availability of shopper wisdom, that's wisdom from, for and in regards to the client, therefore turns into the most important in supplying custom-made services or products. this is won such a lot successfully from direct interplay with consumers, yet calls for using interpersonal and organizational gentle talents. This publication provides the interrelationship among shopper wisdom administration, buyer concentration and tender abilities and in addition presents concrete suggestion on how the administration of shopper wisdom should be optimized.
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Extra resources for Customer Knowledge Management: Leveraging Soft Skills to Improve Customer Focus
Diakoulakis et al. (2004), p. 32; Hicks et al. (2007), p. 7; Wilde (2011), p. 33. Cf. Hanisch et al. (2009), p. 148. 41 Cf. Jantzen (2009), p. 20; Rahe (2009), p. 111. 42 Cf. North (2011), p. 38; Wilde (2011), p. 20. 43 Cf. Ringberg and Reihlen (2008), p. 912. 44 Cf. Nonaka and von Krogh (2009), p. 635. 45 Cf. Argote et al. (2003), p. 571; Foss et al. (2009), p. 871; Foss et al. (2010), p. 455; Menon and Pfeffer (2003), p. 497. 46 Cf. Foss et al. (2009), p. 874. 2 Knowledge Stair 15 different work performance qualities and involve various interpersonal environments.
43. 82 Cf. Jeschke et al. (2011), p. 293. 83 Cf. Adamides and Karacapilidis (2006), p. 572. 84 Cf. Rasmussen and Nielsen (2011), p. 479. 85 Cf. Parida and Baksi (2011), p. 66. 86 Cf. Greiner et al. (2007), p. 10. 87 Cf. Chang and Ahn (2005), p. 118; de Pablos (2004), p. 105. 88 Cf. Ha¨ussler (2010), p. 300. 89 Cf. Bodendorf (2006), p. 133. 90 Cf. Bodendorf (2006), p. 133. 3 Holistic Framework of Knowledge Management Management Processes Knowledge Goals Operational Processes Knowledge Identification Feedback 19 Knowledge Measurement Knowledge Preservation Knowledge Acquisition Knowledge Use Knowledge Creation Knowledge Transfer Fig.
35; Tsoukasw and Mylonopoulosw (2004), p. S1. 2 Practical Use and Motivation Knowledge is only of value if it is converted into competence—in other words: when knowledge is used for action. It is not sufficient for employees to simply acquire knowledge in different training courses if they do not put what they have learned into practice. It is therefore crucial to transfer knowledge into skills (competence) through practical use. 42 Apart from the practical use of knowledge, motivation also plays a vital role in dealing with customers.