1. Setting a CKM strategy -- 2. Spotting environmental drivers -- 3. Reorganizing people -- 4. Retooling ICT systems -- 5. Redesigning processes -- 6. Capturing data from customers -- 7. Compiling profiles of customers -- 8. Creating knowledge about customers -- 9. Maximizing value for customers -- 10. Measuring return on relationships with customers -- 11. 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
