Customer Knowledge Management: People, Processes, and Technology: 9781605662589: Business & Management Books

Publication Status: E-Book and Print Version Available for Purchase

ISBN13: 9781605662589

EISBN13: 9781605662596

DOI: 10.4018/978-1-60566-258-9

Description:

Customer knowledge is becoming the new competitive asset in e-business that enables companies to serve each customer in his or her preferred way, and to nurture profitable and durable customer relationships. As companies grow and interact with more and more customers through increasingly diverse media and channels, having a systematic approach to customer knowledge management becomes critical.

Customer Knowledge Management: People, Processes, and Technology introduces an integrated approach to analyzing and building customer knowledge management (CKM) synergy for sustainable competitive advantage. Well-organized and unique, this book provides concise yet comprehensive coverage of CKM concepts, methodologies, tools, issues, applications, and future trends.

Coverage:

The many academic areas covered in this publication include, but are not limited to:

Capturing data from customers
CKM business model
CKM framework
CKM model for customer life cycle
CKM model for mass customization
CKM-based organization
Customer Knowledge Management
Customer-centric intelligence architecture
Difficult-to-imitate competitive strategies
ICT classification system
Information requirement analysis model
Organizational reinvention model
Redesigning processes
Retooling ICT systems

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Reviews

This book adds value to existing literature by offering a one integrated enterprise-wide customer knowledge management paradigm that cuts-across traditional business silos to generate customer knowledge.

– Minwir Al-Shammari, University of Bahrain, Bahrain

The author provides explicit strategies for reorganizing workflow, retooling ICT systems, and redesigning processes for the capture of useful customer data.

– Book News Inc. (February 2009)

Minwir Al-Shammari is Professor of Management and Director of Business Graduate Studies at the University of Bahrain. He holds a PhD in Business Administration (Industrial Management) from University of Glasgow (UK, 1990) and MS in Industrial Management from Central Missouri State University (USA, 1986). He has been involved for about 20 years in teaching, research, training, and/or consultancy in the areas of operations management, knowledge management, supply chain management, business process re-engineering, project management, organization theory, spreadsheet modeling, management Information Systems, organizational change, management science, and research methodology. He is Editor-in-Chief of the Journal of Supply Chain and Customer Relationship Management, IBIMA Publishing. He is the author of the premier reference source Customer Knowledge Management: People, Processes, and Technology (2009), and editor of Knowledge Management in Emerging Economies: Social, Organizational and Cultural Implementation (2010), IGI-Global Publishing. He has published more than 30 research papers that have appeared in international refereed journals such as International Journal of Knowledge Management, Logistics Information Management, International Journal of Information Management, European Journal of Operational Research, Expert Systems with Applications, Journal of Computer Information Systems, International Journal of Information Management, International Journal of Information Communication Technologies and Human Development, International Journal of Operations and Production Management, Production and Inventory Management Journal, Business Process Management Journal, International Journal of Commerce and Management, International Journal of Computer Applications in Technology, Cross-Cultural Management, International Journal of Management, Leadership and Organization Development Journal, and Creativity and Innovation Management.

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