Customer-Centric Knowledge Management: Concepts and Applications

Customer-Centric Knowledge Management: Concepts and Applications

Minwir Al-Shammari (University of Bahrain, Bahrain)
Release Date: August, 2011|Copyright: © 2012 |Pages: 315
DOI: 10.4018/978-1-61350-089-7
ISBN13: 9781613500897|ISBN10: 1613500890|EISBN13: 9781613500903
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Description & Coverage

Customer-Centric Knowledge Management (CCKM) is needed in order to build good customer relations and to maintain customer satisfaction and loyalty. It includes the management of processes and techniques used to collect information regarding customers' needs, wants, and expectations for the development of new and/or improved products and services.

Customer-Centric Knowledge Management: Concepts and Applications is a comprehensive collection addressing managerial and technical aspects of customer-centric knowledge implementation. It seeks to expand the literature and business practices and contributes to the dynamic and emerging fields of organizational knowledge management, customer relationship management, and information and communication technologies (ICTs).


The many academic areas covered in this publication include, but are not limited to:

  • CCKM and Customer Delivery Channels
  • CCKM and Supply Chains
  • CCKM and the Role of People
  • CCKM and the Role of Processes
  • CCKM and the Role of Technologies
  • CCKM Design and Development
  • CCKM Strategic Analysis
  • CK Generation
  • CK Implementation
  • CK Sharing
Reviews and Testimonials

Writing for both academics and practitioners, they consider such topics as perceived risks of customer knowledge management, the relevance of customers as a source of knowledge in information technology firms, effective tools for customer knowledge management, micro-level stickiness as a threat to client-centric knowledge transfer among information and communication technology firms in Malaysian technology parks, and a knowledge management approach to marketing and the advent of customer knowledge management.

– SciTech Book News, Book News Inc.

Providing technical and advanced information on managerial and technical aspects of customer-centric knowledge management and implementation, the work is organized into three sections. Numerous images and tables bring the information to a layperson's level, although this book is truly geared to the practitioner and advanced scholar seeking additional knowledge in the area of customer relations, knowledge management, and relationship marketing.

– Sara Marcus, American Reference Books Annual, Volume 43

This book will be useful for professionals, researchers, academics, and corporate executives concerned with the management of customer knowledge.

– Minwir Al-Shammari, University of Bahrain, Bahrain
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Editor/Author Biographies
Minwir Al-Shammari is Professor of Management and Director of Business Graduate Studies at the University of Bahrain. He holds a PhD in Business Administration (Industrial Management) from University of Glasgow (UK, 1990) and MS in Industrial Management from Central Missouri State University (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, supply chain management, business process re-engineering, project management, organization theory, spreadsheet modeling, management Information Systems, organizational change, management science, and research methodology. He is Editor-in-Chief of the Journal of Supply Chain and Customer Relationship Management, IBIMA Publishing. He is the author of the premier reference source Customer Knowledge Management: People, Processes, and Technology (2009), and editor of Knowledge Management in Emerging Economies: Social, Organizational and Cultural Implementation (2010), IGI-Global Publishing. He has published more than 30 research papers that have appeared in international refereed journals such 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 Information Management, International Journal of Information Communication Technologies and Human Development, International Journal of Operations and Production Management, Production and Inventory Management Journal, Business Process 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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Editorial Review Board
  • Remko Helms, Utrecht University, The Netherlands
  • Giovanni Vincenti , Gruppo Vincenti, S.r.l., Italy 
  • Julie DeSot, Program Management Associates, Inc., USA
  • Sabine H. Hoffmann, American University of the Middle East, Kuwait
  • Zaigham Mahmood, Derby University, UK
  • Mohamed Ali Amin, Tamkeen, Bahrain
  • Jennifer Adelstein, University of Technology Sydney and International College of Management Sydney, Australia
  • José Dantas, Polytechnic Institute of Leiria, Portugal
  • Ainin Sulaiman, University of Malaya, Malaysia
  • Yousif Cader, Zayed University, UAE
  • Christian Nyhus Andreasen, Novo Nordisk, Denmark
  • Sajjad M. Jasimuddin, Aberystwyth University, UK
  • Yusof B. Ismail, International Islamic University, Malaysia