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Customer knowledge management; people, processes, and technology.


Customer knowledge management; people, processes, and technology.

Al-Shammari, Minwir.

Information Science Reference


360 pages




Designed for customer service specialists and IT professionals, this textbook on customer knowledge management in e-business focuses on the business models, frameworks and intelligence architecture that encourage oprofitable and durable customer relationships.o Al-Shammari (operations management and technology, U. of Bahrain) has aimed this volume at business executives, IT professionals and students who need to enhance their knowledge of sustainable competitive advantages and distinctive core competencies in order to survive in complex markets. The author provides explicit strategies for reorganizing workflow, retooling ICT systems and redesigning processes for the capture of useful customer data.

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Publication:Reference & Research Book News
Article Type:Book review
Date:Feb 1, 2009
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