An integrated approach to analyzing and building customer knowledge management

[Deutscher Titel: Ein integrierter Ansatz zur Analyse und Entwicklung von Kundenwissensmanagement (Text übersetzen: Deutsch)]

Al-Shammari, M. (Ed.)
Customer Knowledge Management: People, Processes, and Technology.
Information Science Reference, 2008. 386 p.; ISBN: 978-1-60566-258-9 (hkb)

Abstract: Customer knowledge is becoming the new competitive asset in e-business that enables companies to serve each customer in his or her preferred way, and to nurture profitable and durable customer relationships. As companies grow and interact with more and more customers through increasingly diverse media and channels, having a systematic approach to customer knowledge management becomes critical.
Customer Knowledge Management: People, Processes, and Technology introduces an integrated approach to analyzing and building customer knowledge management (CKM) synergy for sustainable competitive advantage. Well-organized and unique, this book provides concise yet comprehensive coverage of CKM concepts, methodologies, tools, issues, applications, and future trends.

Editor: Minwir Al-Shammari is a professor of Operations Management & Technologies at the University of Bahrain’s College of Business Administration. He holds a PhD in industrial management from University of Glasgow, UK (1990) and MS in industrial management from University of Central Missouri, USA (1986). He has been involved for about 20 years in teaching, research, training, and/or consultancy in the areas of operations management, knowledge management, management information systems, business process re-engineering, project management, spreadsheet decision models, management science, and research methodology. Professor Al-Shammari served as a member of a number of national, regional, and international professional associations. He has received a number of local, regional, and international research awards, grants, and scholarships. He served as a consultant to the UN on a knowledge management project in the ESCWA region. He served on the editorial board of such refereed international publications as Journal of Systems and Management Sciences, International Journal of Applied Decision Science, International Journal of Management Innovation Systems, and Cross-Cultural Management: An International Journal. He has authored/co-authored over 30 research papers, and served as a reviewer for several regional and international research journals such as Logistics Information Management, International Journal of Production Economics, Journal of Information Systems Education, and International Journal of Production & Operations Management. Al-Shammari’s publications have appeared in such refereed international publications as International Journal of Knowledge Management, Logistics Information Management, International Journal of Information Management, European Journal of Operational Research, Expert Systems with Applications, Journal of Computer Information Systems, International Journal of Operations and Production Management, Production and Inventory Management Journal, International Journal of Commerce and Management, International Journal of Computer Applications in Technology, Cross-Cultural Management, International Journal of Management, Leadership and Organization Development Journal, and Creativity and Innovation Management.

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