Customer Knowledge Management

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. Customer Knowledge Management: People Processes and Technology 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.