By Silvio Wilde
Managing and moving wisdom - on the correct time, within the correct position and with the suitable caliber for patrons - permits businesses to outlive in instances of fierce pageant. the focal point of this paintings is for this reason on wisdom administration and consumer courting administration. The theoretical half contains a number of ways to wisdom, its move and the limitations to be conquer whilst sharing wisdom. this can be by way of an outline of CRM and CKM (Customer wisdom Management), outlining how an important their winning use is. the sensible half explores at the one hand the dependence on wisdom and nonetheless its availability for an exceptional consumer dating. It contains a case examine that investigates either the executive and the operational zone of a concrete corporation. The survey effects are then mentioned intimately, key luck components pointed out and blunders mentioned. After this serious research, ultimate suggestions are provided that each corporation can gain from.
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Extra info for Customer Knowledge Management: Improving Customer Relationship through Knowledge Application
51 Knowledge generation is an interactive process that must be based on a shared meaning and shared understanding. 52 If communication and transfer of information take place among employees, knowledge can be developed. 53 Individual employees learn through knowledge interaction. When submitting knowledge to a team, the group learns. Finally, by sharing the knowledge of one group with other groups, the company develops into a learning organization. 54 To survive in our today’s competitive business environment, it is necessary to successfully manage knowledge within a company.
9. 8 Cf. Swift, R. S. (2001), p. 64. 9 Cf. , p. 61. 10 Cf. , Probst, G. (2002), p. 460.
Prusak, L. (2000), p. 34. 54 Cf. Reinmann-Rothmeier, G. (2001), p. 24. 55 Cf. Grant, R. M. (2005), p. 176. 4 Summary 31 that the source of the ‘knowledge river’ does not dry up. Only through generation of new knowledge is it possible for a company to be close to its customers and act in a future-oriented way. New knowledge can only be created if employees are able to derive from their own experience and knowledge and put it into other contexts. Furthermore, it is important that employees work in an environment where they can use their creativity and curiosity for generating new knowledge.