Soft Skills Within Customer Knowledge Management and Their Impact on Customer Focus

Soumit Sain and Silvio Wilde
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Soumit Sain: European University of Economics and Management

Chapter 3 in Customer Knowledge Management, 2014, pp 57-85 from Springer

Abstract: Abstract The objective of this chapter is to give a deeper insight into customer knowledge management, the related processes and required soft skills. For this purpose, reference will be made to several practical research studies. This chapter will also point out why knowledge from, for and about the customer is of such high importance. When explaining the different approaches to CKM, the authors will always establish a relation between the respective approach and the degree of customer focus.

Keywords: Customer Satisfaction; Quality Attribute; Customer Requirement; Customer Preference; Customer Relationship (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-319-05059-1_3

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DOI: 10.1007/978-3-319-05059-1_3

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