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Customer Knowledge Management
Article Index
Customer Knowledge Management
Expert Opinion
Making CKM work
Survey and Research Data
Example Cases
Measure and Evaluate
Summary
References

References

Becker, K., (2005), Are You Hearing Voices?: Quality Progress, Vol 38, Iss 2, pp 28-35, American Society for Quality, Milwaukee.

Charney, M., (2005, March, 16), http://km.ittoolbox.com/documents/document.asp?i=2010, Total Knowledge Management: Kamoon Inc, for Ittoolbox, USA.

Crawford-Cook, B., & Applin, M., (2004), Breaking down silos, Canadian HR Reporter, Vol 17, Iss 11, p 11, Toronto

Denning, S., (2000), the Springboard: How Storytelling Ignites Action in Knowledge-Era Organizations, Butterworth-Heinemann, USA.

Eldin, N., (2002), A promising planning tool: Quality function deployment, Cost Engineering, Vol 44, Iss 3, pp 28-38, American Association of Cost Engineers, Morgantown.

Feig, N., (2005), Taking the Mystery Out Of Good Customer Service, Community Banker, Vol 14, Iss 3, pp 66-67, America's Community Bankers, Washington, DC

Gibber, M., Leibold, M., Probst, G., (2005, March, 18), http://www.hec.unige.ch/recherches_publications/cahiers/2002/2002.09.pdf, Five styles of Customer Knowledge Management, And how smart companies put them into action: University of Geneva, Switzerland.

Hall, J., (2004), Objective customer feedback a mystery, DSN Retailing Today, Vol 43, Iss 20, p 18, Lebhar-Friedman, Inc, New York.

Hauser, J. R., (2002), Marketing makes a difference: Marketing Management, Vol 11, Iss 1, 46-47, American Marketing Association, Chicago.

Jusko, J., (2004), Learning To Listen: Industry Week, Vol 253, Iss 3, pp 63-64, Penton Media, Inc., Cleveland, OH.

Kotwal, A., (2004), Contact Center Knowledge Management - New Relevance And Best Practices For Today's Business Environment: Customer Inter@ction Solutions, Vol 23, Iss 2, pp 40-42, Technology Marketing Corporation, Norwalk, CT.

Knuckey.S., Leung-Wai.J. and Meskill.M , (1999), Gearing Up: A Study of Best Manufacturing Practice in New Zealand, Ministry of Commerce, Wellington.

Lesser, E., Mundel, D., Wiecha, C., (2000), Managing customer knowledge: The Journal of Business Strategy, Vol 21, Iss. 6, pp 34-37, MCB UP Limited (MCB), Bradford.

Mazur, Glenn H. (1996), Double sales with quality function deployment, Lampa, QFD Institute.

Melanson, J., (2004), Conducting Qualitative Market Research: LIMRA's MarketFacts Quarterly, Vol 23, Iss 3, pp 26-27, LIMRA International, Hartford.

Paquette, S., (2005, March, 18), http://www.fis.utoronto.ca/phd/paquette, Customer Knowledge: University of Toronto, Canada.

Pun, K.F. Chin, K.S. and Lau, H., (2000), A QFD/Hoshin approach for service quality deployment: a case study, Managing Service Quality, Vol 10, No 3, pp156-169, MCB, Bradford.

Ricci, R., (2003), Move from product to customer centric: Quality Progress, Vol 36, Iss 11, p 22, American Society for Quality.

Schipul, E., (2004), Adopt the latest results-tracking technologies: Public Relations Tactics, Vol 11, Iss 11, p 18, Public Relations Society of America, Incorporated, New York.

The Industrial Society, (1995, November), Managing Best Practice Report: Appraisal, The Industrial Society, London.

Vonderembse, M.A., & Raghunathan, T.S., (1997), Quality function deployment's impact on product development, International Journal of Quality Science, Vol 2, Iss 4, pp 253-271, MCB, Bradford.

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