By Soumit Sain, Silvio Wilde (auth.)
Customer concentration is an important problem of the longer term. offering sturdy customer support is determined by how good businesses be aware of their shoppers and obviously determine their wishes. Availability of shopper wisdom, that is wisdom from, for and concerning the client, hence turns into the most important in providing personalized service or product. this is often received such a lot successfully from direct interplay with shoppers, yet calls for using interpersonal and organizational gentle talents. This publication provides the interrelationship among purchaser wisdom administration, client concentration and smooth talents and in addition offers concrete suggestion on how the administration of shopper wisdom may be optimized.
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Additional info for Customer Knowledge Management: Leveraging Soft Skills to Improve Customer Focus
Cf. Ambos and Schlegelmilch (2009), p. 491; Bennet and Bennet (2008c), p. 21; Davis et al. (2005), p. 101; Guzman and Wilson (2005), p. 59; Kimmerle et al. (2008), p. 381; Mohamed (2007), p. 100; Wilde (2011), p. 33. 110 Cf. Choi et al. (2010), p. 855; Ingram and Simons (2002), p. 1517; Lindkvist (2005), p. 1189; Zhen et al. (2011), p. 2959. 111 Cf. Broßmann and Mo¨dinger (2011), p. 137; Lin et al. (2012), p. 10; Martini and Pellegrini (2005), p. 670; Monteiro et al. (2004), p. B1; Riege (2007), p.
59; Paiva et al. (2012), p. 302; Pfister and Eppler (2012), p. 372. 105 Cf. Eliufoo (2008), p. 322; Michailova and Nielsen (2006), p. 44; Sharkie (2003), p. 20; Siakas et al. (2010), p. 376. 106 Cf. Akbar (2003), p. 1997; Li and Kettinger (2006), p. 593; Nonaka and von Krogh (2009), p. 635; Smith et al. (2005), p. 346. 107 Cf. Salmador and Bueno (2007), p. 367; Seshadri and Shapira (2003), p. 1099. 22 2 Review of Soft Skills Within Knowledge Management Fig. 7 Core question of knowledge creation (Cf.
21; Davis et al. (2005), p. 101; Guzman and Wilson (2005), p. 59; Kimmerle et al. (2008), p. 381; Mohamed (2007), p. 100; Wilde (2011), p. 33. 110 Cf. Choi et al. (2010), p. 855; Ingram and Simons (2002), p. 1517; Lindkvist (2005), p. 1189; Zhen et al. (2011), p. 2959. 111 Cf. Broßmann and Mo¨dinger (2011), p. 137; Lin et al. (2012), p. 10; Martini and Pellegrini (2005), p. 670; Monteiro et al. (2004), p. B1; Riege (2007), p. 48; Sun and Scott (2005), p. 75. 112 Cf. Chawla and Joshi (2011), p. 501; Chen et al.