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Managing Global CustomersAn Integrated Approach$
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George S. Yip and Audrey J.M. Bink

Print publication date: 2007

Print ISBN-13: 9780199229833

Published to Oxford Scholarship Online: October 2011

DOI: 10.1093/acprof:oso/9780199229833.001.0001

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PRINTED FROM OXFORD SCHOLARSHIP ONLINE (oxford.universitypressscholarship.com). (c) Copyright Oxford University Press, 2020. All Rights Reserved. An individual user may print out a PDF of a single chapter of a monograph in OSO for personal use. date: 03 December 2020

Managing Knowledge

Managing Knowledge

(p.143) Managing Knowledge
Managing Global Customers

George S. Yip

Audrey J. M. Bink

Oxford University Press

Knowledge provides a major competitive advantage. Keeping track of knowledge is particularly hard for global accounts, given the geographic nature of this beast. Having larger and more geographically spread out accounts means having more and geographically spread out knowledge about these accounts. So the global demands of the accounts increase the necessity for global knowledge management capabilities. This chapter discusses the use of information management systems, the use of customer relationship management (CRM) systems and other knowledge management tools in global customer management (GCM) situations.

Keywords:   information management systems, customer relationship management, knowledge management tools, global customer management

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