Customer Knowledge Management

1. Introduction. - 1. 1 Preface. - 1. 2 Research Problem. - 1. 3 Research Objective. - 1. 4 Structure of the Book. - 1. 5 From KM to CRM: ' PKMA' , ' 5-Step CDLS' , ' CRI-C' and ' SIS' . - 2. Small and Medium-Sized Enterprises. - 2. 1 Preface. - 2. 2 Nature and Importance of SMEs in Europe. - 2. 3 SMEs in Germany. - 2. 4 NEWCO International GmbH. - 2. 5 Difficulties and Competition Factors of SMEs. - 2. 6 Summary. - 3. Knowledge Management. - 3. 1 Preface. 3. 2 Definition and Types of ' Knowledge' . - 3. 3 Concepts of and Approaches to ' Knowledge Management' . - 3. 4 Summary. - 4. Knowledge Transfer and Sharing. - 4. 1 Preface. - 4. 2 Complexity of Knowledge Sharing. - 4. 3 Best Practice Transfer Model by Szulanski. - 4. 4 Barriers to Knowledge Exchange. - 4. 5 The Concept of Ba. - 4. 6 The Learning Organization. - 4. 7 Summary. - 5. Customer Relationship Customer Knowledge. - 5. 1 Preface. - 5. 2 Customer Relationship Management. - 5. 3 Customer Knowledge Management. - 5. 4 Summary. - 6. Practical Investigation. - 6. 1 Preface. - 6. 2 Research Methodology. - 6. 3 Research Design. - 6. 4 Theoretical Approaches of the Case Study. - 6. 5 Results of the Survey. - 6. 6 Summary. - 7. Critical Debate. - 7. 1 Preface. - 7. 2 Discussion of the Results. - 7. 3 Recommendations Resulting from the Case Study. - 7. 4 Critical Analysis. - 7. 5 Summary. - 8. Conclusion. Appendix. - References.