Customer Knowledge Management

Leveraging Soft Skills to Improve Customer Focus

  • Soumit Sain
  • Silvio Wilde

Part of the Management for Professionals book series (MANAGPROF)

Table of contents

  1. Front Matter
    Pages i-xviii
  2. Soumit Sain, Silvio Wilde
    Pages 1-6
  3. Soumit Sain, Silvio Wilde
    Pages 7-55
  4. Soumit Sain, Silvio Wilde
    Pages 87-131
  5. Soumit Sain, Silvio Wilde
    Pages 133-139
  6. Back Matter
    Pages 141-207

About this book


​Customer focus is the most important challenge of the future. Providing good customer service depends on how well companies know their customers and clearly identify their needs. Availability of customer knowledge, which is knowledge from, for, and about the customer, thus becomes crucial in offering customized products or services. This can be gained most efficiently from direct interaction with customers, but requires the use of interpersonal and organizational soft skills. This book presents the interrelationship between customer knowledge management, customer focus and soft skills, and also provides concrete advice on how the management of customer knowledge can be optimized.


Brain gain Customer knowledge management Kano-CKM model Knowledge identification Knowledge management Knowledge transfer

Authors and affiliations

  • Soumit Sain
    • 1
  • Silvio Wilde
    • 2
  1. 1.European University of Economics and ManagementCologneGermany
  2. 2.LangenfeldGermany

Bibliographic information