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Soft Skills Within Customer Knowledge Management and Their Impact on Customer Focus

In: Customer Knowledge Management

Author

Listed:
  • Soumit Sain

    (European University of Economics and Management)

  • Silvio Wilde

Abstract

The objective of this chapter is to give a deeper insight into customer knowledge management, the related processes and required soft skills. For this purpose, reference will be made to several practical research studies. This chapter will also point out why knowledge from, for and about the customer is of such high importance. When explaining the different approaches to CKM, the authors will always establish a relation between the respective approach and the degree of customer focus.

Suggested Citation

  • Soumit Sain & Silvio Wilde, 2014. "Soft Skills Within Customer Knowledge Management and Their Impact on Customer Focus," Management for Professionals, in: Customer Knowledge Management, edition 127, chapter 3, pages 57-85, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-319-05059-1_3
    DOI: 10.1007/978-3-319-05059-1_3
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