haku: @journal_id 1738 / yhteensä: 235
viite: 187 / 235
| Tekijä: | |
| Otsikko: | How are you Handling your Customers? |
| Lehti: | Knowledge Management Review
2002 : JUL-AUG, VOL. 5:3, p. 16-19 |
| Asiasana: | CUSTOMERS KNOWLEDGE MANAGEMENT STRATEGY ANALYTICAL REVIEW |
| Kieli: | eng |
| Tiivistelmä: | The authors of the article answer the question whether those involved with knowledge management impart can any wisdom to those struggling to put together ways to better manage customer relationships. To gain some perspective on that question, the authors of the article interviewed Liz Machtynger of Mummert and Partner UK and asked her to give us her insights on how to develop an effective customer management strategy. The authors also answer the question why does she call it customer management, rather than CRM and state that improving customer relationships requires shifts in employee mindsets and skills. CRM software cannot change the way employees think and act. |
SCIMA