Engaging with Customer Knowledge Management

Kevin C. Desouza and Yukika Awazu

Chapter 7 in Engaged Knowledge Management, 2005, pp 116-144 from Palgrave Macmillan

Abstract: Abstract Businesses exist to serve their customers’ needs. Customers can make or break or a business. Historically, an organization could design, build, and price a product without engaging the customer. Those days are long gone. Today, unless an organization can understand its customers’ needs, transform those needs into products and services, and manage their relationship with customers, they will not survive in the marketplace. Why? In his most recent book, the strategy guru C.K. Prahalad and his colleague Venkat Ramaswamy identify several trends changing the way organizations manage customer interaction.1

Keywords: Knowledge Management; Customer Service; Customer Information; Customer Data; Knowledge Repository (search for similar items in EconPapers)
Date: 2005
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DOI: 10.1057/9780230006072_7

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