Developments in Practice XVIII-Customer Knowledge Management: Adding Value for Our Customers.
Heather A. SmithJames D. McKeenPublished in: Commun. Assoc. Inf. Syst. (2005)
Keyphrases
- knowledge management
- customer satisfaction
- customer behavior
- customer service
- customer relationship management
- potential customers
- customer knowledge
- customer preferences
- customer requirements
- call center
- marketing strategies
- retail banking
- customer data
- customer segmentation
- direct marketing
- customer base
- customer demand
- information systems
- service times
- case study
- knowledge resources
- product design
- electronic commerce
- knowledge engineering
- web based learning
- knowledge assets
- online stores
- customer orders
- software vendors
- point of sale
- banking services
- banking industry
- competitive advantage
- service quality
- software development
- information technology
- limited capacity
- customer support
- service providers
- decision making
- artificial intelligence
- real world