Proposals Submission Deadline: March 15, 2010

Full Chapters Submission: June 30, 2010

Customer-Centric Knowledge Management: Concepts and Applications

A book edited by Prof. Minwir Al-Shammari, University of Bahrain , Bahrain

To be published by IGI Global: http://www.igi-global.com/requests/details.asp?ID=808

Introduction

The importance of customers to business firms has created tough ‘rivalries’ among competitors over acquiring new customers or retaining/expanding relationship with current ones. In particular, customer knowledge has been utilized as a key strategic resource and distinctive core competency to gain sustainable competitive advantage following the transformation of organizations from ‘product-centric’ to ‘customer-centric’ ones. The advancements in electronic and web-enabled systems coupled with accelerations in globalization, competitive environments, and changing customer’s preferences have created new challenges as well as opportunities for leveraging customer knowledge (CK) competencies.

Objectives

Customer-Centric Knowledge Management (CCKM) is needed in order to build good customer relations and continue, serve each customer in his preferred way, 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/services.

The book project intends to address managerial and technical aspects of customer-centric knowledge implementation. It seeks to expand the literature and business practices and to create a very significant academic value to the dynamic and emerging fields of organizational knowledge management, customer relationship management, and information and communication technologies (ICTs).

Target Audience

The proposed book seeks to offer audiences of business/IT academics and practitioners a refreshed and an enhanced view of research ideas in customer knowledge management.

Recommended topics include, but are not limited to, the following:

�         CK generation

�         CK sharing

�         CK implementation

�         CCKM strategic analysis

�         CCKM design and development

�         CCKM and the role of people

�         CCKM and the role of technologies

�         CCKM and the role of processes

�         CCKM and customer delivery channels

�         CCKM and supply chains

�         CCKM and organizational learning

�         CCKM and organizational change

�         CCKM and communities of practice/creation

�         CCKM and performance metrics

�         CCKM and project management

�         CCKM in e-commerce

�         CCKM in e-Governmental

Submission Procedure

Academics, researchers and practitioners are invited to submit on or before March 15, 2010, a 2-3 page chapter proposal clearly explaining the mission and concerns of his or her proposed chapter. Authors of accepted proposals will be notified on or before March 30, 2010 about the status of their proposals and sent chapter guidelines. Full chapters are expected to be submitted by June 30, 2010. All submitted chapters will be reviewed on a double-blind review basis. Contributors may also be requested to serve as reviewers for this project.

Publisher

This book is scheduled to be published by IGI Global (formerly Idea Group Inc.), publisher of the “Information Science Reference” (formerly Idea Group Reference), “Medical Information Science Reference” and “IGI Publishing” imprints. For additional information regarding the publisher, please visit www.igi-global.com. This publication is anticipated to be released in 2011.

Important Dates

March 15, 2010: Proposal Submission Deadline

March 30, 2010: Notification of Acceptance

June 30, 2010: Full Chapter Submission

September 30, 2010:  Review Results to Authors

October 30, 2010: Revised Chapter Submission

November 15, 2010: Final Acceptance Notifications

Inquiries and submissions can be forwarded electronically (Word document) or by mail to:

Prof. Minwir Al-Shammari

Director, Graduate Studies Program

College of Business Administration

University of Bahrain

P.O Box 32038, Sakhir

Kingdom of Bahrain

Fax: (+973) 17-449-776

Email: minwir@yahoo.com