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Dr. Soumit Sain – Customer Knowledge Management
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Customer focus is the most important challenge of the future.
Providing good customer service depends on how well companiesknowtheir customers and clearly identify their needs.
Availability of customer knowledge, which isknowledge from, for and about the customer,thus becomes crucial in offeringcustomized products or services.
This can be gained most efficiently from direct interaction with customers, but requires the use of interpersonal and organizational soft skills.
This bookpresents the interrelationship between customer knowledge management, customer focus and soft skillsand also provides concrete advice on how the management of customer knowledge can be optimized.
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