By Soumit Sain, Silvio Wilde (auth.)

Customer concentration is crucial problem of the long run. delivering reliable customer support will depend on how good businesses comprehend their shoppers and obviously determine their wishes. Availability of shopper wisdom, that is wisdom from, for and in regards to the consumer, therefore turns into an important in delivering personalized services or products. this is won such a lot successfully from direct interplay with consumers, yet calls for using interpersonal and organizational smooth talents. This ebook provides the interrelationship among client wisdom administration, shopper concentration and gentle abilities and likewise presents concrete suggestion on how the administration of purchaser wisdom will be optimized.

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Additional info for Customer Knowledge Management: Leveraging Soft Skills to Improve Customer Focus

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Edvardsson (2008), p. 554; Khamseh and Jolly (2008), p. 41. 216 Cf. Choy et al. (2003), p. 263; Herrero et al. (2010), p. 26; Seidler-de Alwis and Hartmann (2008), p. 139. 217 Cf. Cockrell and Stone (2010), p. 841; Gehle (2006), p. 183. 218 Cf. Call (2005), p. 23; Chilton and Bloodgood (2010), p. 1159. 219 Cf. Darroch (2005), p. 111. 220 Cf. Cader (2007), p. 46; Desouza and Awazu (2004), p. 1; Jones et al. (2003), p. 49; Lin (2011), p. 136; Thompson and Cavaleri (2010), p. 50. 36 2 Review of Soft Skills Within Knowledge Management Fig.

103 Cf. Palekar (2006), p. 29. 104 Cf. Nielsen (2006), 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.

179 Cf. Rundh (2011), p. 330. 180 Cf. Bettiol et al. (2012), p. 559; Chen et al. (2010a), p. 851; Lawson and Potter (2012), p. 1232; Lettice et al. (2006), p. 217. 181 Cf. Choy et al. (2006), p. 917. 182 Cf. Storey and Hull (2010), p. 140. 183 Cf. Pitt and MacVaugh (2008), p. 113. 184 Cf. Goffin and Koners (2011), p. 300. 185 Cf. Crawford (2005), p. 6; Singh (2011), p. 362. 186 Javernick-Will (2009), p. 783. 187 Cf. Rhodes et al. (2008), p. 245; Wilde (2011), p. 41. 188 Cf. Yeo (2006), p. 34. e.

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