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Customer Knowledge Management: Leveraging Soft Skills to Improve Customer Focus

Customer Knowledge Management: Leveraging Soft Skills to Improve Customer Focus

Paperback

Series: Management for Professionals

Business GeneralMarketingGeneral Psychology

ISBN10: 3319381407
ISBN13: 9783319381404
Publisher: Springer Nature
Published: Aug 23 2016
Pages: 207
Weight: 0.72
Height: 0.48 Width: 6.14 Depth: 9.21
Language: English
Customer focus is the most important challenge of the future. Providing good customer service depends on how well companies know their customers and clearly identify their needs. Availability of customer knowledge, which is knowledge from, for and about the customer, thus becomes crucial in offering customized products or services. This can be gained most efficiently from direct interaction with customers, but requires the use of interpersonal and organizational soft skills. This book presents the interrelationship between customer knowledge management, customer focus and soft skills and also provides concrete advice on how the management of customer knowledge can be optimized.

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