MARC details
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| 001 - NÚMERO DE CONTROL |
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| 003 - IDENTIFICADOR DEL NÚMERO DE CONTROL |
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SIRSI |
| 005 - FECHA Y HORA DE LA ULTIMA TRANSACCIÓN |
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20160812084318.0 |
| 007 - CAMPO FIJO DE DESCRIPCIÓN FIJA--INFORMACIÓN GENERAL |
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110103s2011 gw | s |||| 0|eng d |
| 020 ## - NÚMERO INTERNACIONAL NORMALIZADO PARA LIBROS |
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| International Standard Book Number |
9783642164750 |
| -- |
978-3-642-16475-0 |
| 040 ## - FUENTE DE CATALOGACIÓN |
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| Transcribing agency |
MX-MeUAM |
| 050 #4 - SIGNATURA TOPOGRÁFICA DE LA BIBLIOTECA DEL CONGRESO |
|---|
| Classification number |
HD28-70 |
| 082 04 - NÚMERO DE CLASIFICACIÓN DECIMAL DEWEY |
|---|
| Classification number |
650 |
| Edition number |
23 |
| 100 1# - ASIENTO PRINCIPAL--NOMBRE PERSONAL |
|---|
| Personal name |
Wilde, Silvio. |
| Relator term |
author. |
| 245 10 - MENCIÓN DE TITULO |
|---|
| Title |
Customer Knowledge Management |
| Medium |
[recurso electrónico] : |
| Remainder of title |
Improving Customer Relationship through Knowledge Application / |
| Statement of responsibility, etc. |
by Silvio Wilde. |
| 264 #1 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE |
|---|
| Place of production, publication, distribution, manufacture |
Berlin, Heidelberg : |
| Name of producer, publisher, distributor, manufacturer |
Springer Berlin Heidelberg, |
| Date of production, publication, distribution, manufacture, or copyright notice |
2011. |
| 300 ## - DESCRIPCIÓN FÍSICA |
|---|
| Extent |
XVI, 143 p. |
| Other physical details |
online resource. |
| 336 ## - CONTENT TYPE |
|---|
| Content type term |
text |
| Content type code |
txt |
| Source |
rdacontent |
| 337 ## - MEDIA TYPE |
|---|
| Media type term |
computer |
| Media type code |
c |
| Source |
rdamedia |
| 338 ## - CARRIER TYPE |
|---|
| Carrier type term |
online resource |
| Carrier type code |
cr |
| Source |
rdacarrier |
| 347 ## - DIGITAL FILE CHARACTERISTICS |
|---|
| File type |
text file |
| Encoding format |
PDF |
| Source |
rda |
| 505 0# - NOTA DE CONTENIDO |
|---|
| Formatted contents note |
1.Introduction -- 1.1 Preface -- 1.2 Research Problem -- 1.3 Research Objective -- 1.4 Structure of the Book -- 1.5 From KM to CRM: 'PKMA', '5-Step CDLS', 'CRI-C' and 'SIS' -- 2. Small and Medium-Sized Enterprises -- 2.1 Preface -- 2.2 Nature and Importance of SMEs in Europe -- 2.3 SMEs in Germany -- 2.4 NEWCO International GmbH -- 2.5 Difficulties and Competition Factors of SMEs -- 2.6 Summary -- 3. Knowledge Management -- 3.1 Preface. – 3.2 Definition and Types of 'Knowledge' -- 3.3 Concepts of and Approaches to 'Knowledge Management' -- 3.4 Summary -- 4. Knowledge Transfer and Sharing -- 4.1 Preface -- 4.2 Complexity of Knowledge Sharing -- 4.3 Best Practice Transfer Model by Szulanski -- 4.4 Barriers to Knowledge Exchange -- 4.5 The Concept of Ba -- 4.6 The Learning Organization -- 4.7 Summary -- 5. Customer Relationship – Customer Knowledge -- 5.1 Preface -- 5.2 Customer Relationship Management -- 5.3 Customer Knowledge Management -- 5.4 Summary -- 6. Practical Investigation -- 6.1 Preface -- 6.2 Research Methodology -- 6.3 Research Design -- 6.4 Theoretical Approaches of the Case Study -- 6.5 Results of the Survey -- 6.6 Summary -- 7. Critical Debate -- 7.1 Preface -- 7.2 Discussion of the Results -- 7.3 Recommendations Resulting from the Case Study -- 7.4 Critical Analysis -- 7.5 Summary -- 8. Conclusion. – Appendix -- References. |
| 520 ## - NOTA DE RESUMEN, ETC. |
|---|
| Summary, etc. |
Managing and transferring knowledge - at the right time, in the right place and with the right quality for customers - enables companies to survive in times of fierce competition. The focus of this work is therefore on Knowledge Management and Customer Relationship Management. The theoretical part comprises several approaches to knowledge, its transfer and the barriers to be overcome when sharing knowledge. This is followed by a description of CRM and CKM (Customer Knowledge Management), outlining how crucial their successful use is. The practical part explores on the one hand the dependence on knowledge and on the other hand its availability for a good customer relationship. It includes a case study that investigates both the administrative and the operational area of a concrete company. The survey results are then discussed in detail, key success factors identified and mistakes pointed out. After this critical analysis, final recommendations are given that every company can benefit from. |
| 596 ## - |
|---|
| -- |
19 |
| 650 #0 - ASIENTO SECUNDARIO DE MATERIA - TERMINO TEMÁTICO |
|---|
| Topical term or geographic name as entry element |
Economics. |
| 650 #0 - ASIENTO SECUNDARIO DE MATERIA - TERMINO TEMÁTICO |
|---|
| Topical term or geographic name as entry element |
Industrial management. |
| 650 14 - ASIENTO SECUNDARIO DE MATERIA - TERMINO TEMÁTICO |
|---|
| Topical term or geographic name as entry element |
Economics/Management Science. |
| 650 24 - ASIENTO SECUNDARIO DE MATERIA - TERMINO TEMÁTICO |
|---|
| Topical term or geographic name as entry element |
Management/Business for Professionals. |
| 650 24 - ASIENTO SECUNDARIO DE MATERIA - TERMINO TEMÁTICO |
|---|
| Topical term or geographic name as entry element |
Business/Management Science, general. |
| 650 24 - ASIENTO SECUNDARIO DE MATERIA - TERMINO TEMÁTICO |
|---|
| Topical term or geographic name as entry element |
Economics/Management Science, general. |
| 710 2# - ASIENTO SECUNDARIO - NOMBRE CORPORATIVO |
|---|
| Corporate name or jurisdiction name as entry element |
SpringerLink (Online service) |
| 773 0# - HOST ITEM ENTRY |
|---|
| Title |
Springer eBooks |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY |
|---|
| Relationship information |
Printed edition: |
| International Standard Book Number |
9783642164743 |
| 856 40 - LOCALIZACIÓN Y ACCESO ELECTRÓNICOS |
|---|
| Public note |
Libro electrónico |
| Uniform Resource Identifier |
<a href="http://148.231.10.114:2048/login?url=http://link.springer.com/book/10.1007/978-3-642-16475-0">http://148.231.10.114:2048/login?url=http://link.springer.com/book/10.1007/978-3-642-16475-0</a> |
| 942 ## - TIPO DE MATERIAL (KOHA) |
|---|
| Koha item type |
Libro Electrónico |
