About the author

Silvio Wilde - Customer Knowledge Management
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Silvio Wilde – A short profile of the author

Silvio Wilde studied Human Resource Management and International Project Management at the University of Applied Sciences in Neuss and currently works as a sales expert.

Thanks to his previous employments at AT&S, BASF, Bayer and Siemens he can look back on a broad range of experience in different corporate cultures.

This also enabled him to gain insights into the close relationship between Knowledge Management and Customer Relationship Management – the research topic of his book.


Mr. Wilde’s primary research focus is on the „human capital“– the most valuable asset that companies have.

  • Active account management, incl. the establishment of business relationships and customer care
  • Coordination of sales activities to ensure customer satisfaction and customer loyalty
  • Market observation and identification of customer and sales potentials
  • Customer consultancy and contract negotiation
  • Establishment of a Knowledge Management System and optimization of an in-company CRM tool for process improvements
  • Direct contact with customers in order to identify customer needs
  • Strengthen customer loyalty and increase sales by a strong personal commitment to the customer’s needs
  • Face-to-face customer support, incl. management of complaints
  • Remedial actions and problem solutions while taking corporate and customer interests into account
  • Reconciliation of the customer needs with the sales potential
  • Use of customer knowledge for the benefit of innovations and process optimizations
  • Responsibility for organizing, planning and establishing a Purchase Department in a Decentralization Project, incl. interface coordination for internal and external customers
  • Partial project ownership when introducing SAP R/3 in a Purchasing, Production Engineering and Production Department
  • Giving in-company training courses aimed at harmonizing and facilitating processes

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Posted on Jun - 16 - 2012