Sivula, P.

knowledge client relationship service customer client relationships management knowledge absorption absorption process business client relationship market development service delivery contact problem context transfer opportunity research business service firm nature study software project activity theory resource client contacts approach delivery interaction advantage group knowledge transfer support customer contacts knowledge processes customer support competition source industry client-specific knowledge figure manager codification exchange business environment knowledge management partner client-specific environment issue tieto factor non-specific knowledge skill implication strategy customer relationships innovation organisation people capability tieto group interface kenni product point information solution example non-specific focus chapter order knowledge base consultant value