Sect. I. Strategizing (2 Ss) -- Ch. I. Setting a CKM Strategy -- Ch. II. Spotting Environmental Drivers -- Sect. II. Reinventing (3 Rs) -- Ch. III. Reorganizing People -- Ch. IV. Retooling ICT Systems -- Ch. V. Redesigning Processes -- Sect. III. Capitalizing (3 Cs) -- Ch. VI. Capturing Data from Customers -- Ch. VII. Compiling Profiles of Customers -- Ch. VIII. Creating Knowledge about Customers -- Sect. IV. Mastering (3 Ms) -- Ch. IX. Maximizing Value for Customers -- Ch. X. Measuring Return on Relationships with Customers -- Ch. XI. Managing Learning throughout CKM Change
Summary
"This book introduces an integrated approach to analyzing and building customer knowledge management (CKM) synergy from distinctive core advantages found in key organizational elements"--Provided by publisher
