Customer knowledge management : people, processes, and technology

著者

    • Al-Shammari, Minwir

書誌事項

Customer knowledge management : people, processes, and technology

Minwir Al-Shammari

(Premier reference source)

Information Science Reference, c2009

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注記

Includes bibliographical references and index

内容説明・目次

内容説明

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.

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