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Customer Knowledge Management

Customer Knowledge Management

Brand
Springer Nature
Manufacturer
N/A
Part Number
0
GTIN
9783642554964
Condition
New
Product Description

Dieses Buch beschreibt die prozessorientierte Anwendung von Instrumenten des Knowledge Management auf kundenorientierte Prozesse aus Marketing, Vertrieb und Service. Dazu wird eine Rahmenarchitektur vorgestellt, die Konzepte des Customer Relationship Management mit denen des Knowledge Management integriert. Diese Sicht ermglicht wesentliche Ergebnisverbesserungen in Marketing, Vertrieb und Service, aber auch in internen Leistungsbeziehungen. Die gezeigten Fallstudien dokumentieren die realisierbaren Potentiale aus Geschfts- und IT-Sicht. Aus ihnen werden Handlungsempfehlungen fr das Projektmanagement und ein Ausblick auf zuknftige Herausforderungen abgeleitet. Das dargestellte St. Galler Modell fr Customer Knowledge Management basiert auf Praxiserfahrungen und Forschungsarbeiten, die durch Fallstudien namhafter Unternehmen systematisch und fundiert aufbereitet werden.

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