Customer Knowledge Management

Improving Customer Relationship through Knowledge Application

  • Silvio Wilde

Table of contents

  1. Front Matter
    Pages i-xvi
  2. Silvio Wilde
    Pages 1-10
  3. Silvio Wilde
    Pages 11-18
  4. Silvio Wilde
    Pages 19-32
  5. Silvio Wilde
    Pages 33-43
  6. Silvio Wilde
    Pages 57-77
  7. Silvio Wilde
    Pages 79-101
  8. Silvio Wilde
    Pages 103-108
  9. Silvio Wilde
    Pages 109-129
  10. Back Matter
    Pages 131-143

About this book


Managing and transferring knowledge - at the right time, in the right place and with the right quality for customers - enables companies to survive in times of fierce competition. The focus of this work is therefore on Knowledge Management and Customer Relationship Management. The theoretical part comprises several approaches to knowledge, its transfer and the barriers to be overcome when sharing knowledge. This is followed by a description of CRM and CKM (Customer Knowledge Management), outlining how crucial their successful use is. The practical part explores on the one hand the dependence on knowledge and on the other hand its availability for a good customer relationship. It includes a case study that investigates both the administrative and the operational area of a concrete company. The survey results are then discussed in detail, key success factors identified and mistakes pointed out. After this critical analysis, final recommendations are given that every company can benefit from.


Communication Customer Knowledge Management Customer Relationship Management Knowledge Management Knowledge Transfer / Knowledge Sharing

Authors and affiliations

  • Silvio Wilde
    • 1
  1. 1.LangenfeldGermany

Bibliographic information