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