The Essential Guide to Knowledge Management: E-Business and Crm Applications (Essential Guide Series)

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9780130320001: The Essential Guide to Knowledge Management: E-Business and Crm Applications (Essential Guide Series)

Knowledge Management (KM) and Customer Relationship Management (CRM) are crucial to leveraging your corporate strengths, deepening customer loyalty, and maximizing your employees' efforts. The Essential Guide to Knowledge Management: e-Business and CRM Applications offers managers and IT professionals a no-nonsense, up-to-the-minute briefing on these technologies -- and a step-by-step roadmap for implementation. Understand what KM and CRM seek to accomplish, how they do it, and how they impact both your existing processes and your existing IT infrastructure. Learn how to align your KM/CRM strategy with your technology choices; audit your existing knowledge and customer relationship systems; blueprint your technology infrastructure; and build a team that can implement KM/CRM successfully. Walk step-by-step through developing and implementing your KM/CRM system -- and making the changes in corporate culture needed to leverage it fully. Then, discover practical metrics for evaluating your system once it's in place, and identifying the optimal refinements. The Essential Guide to Knowledge Management also contains detailed case studies from leading KM/CRM implementers, including Lands' End, Gateway, and Dell.

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From the Back Cover:

  • The no-nonsense guide for every decision-maker, manager, and e-business strategist
  • Beyond CRM! Knowledge-enabled Customer Relationship Management for e-business
  • A proven 7-step implementation roadmap
  • Aligning e-business strategies and technologies
  • Results-driven development and deployment
  • Team building, goal setting, and corporate culture
  • Real-world case studies: Lands' End, Gateway, and Dell

This is the no-nonsense, real-world briefing on knowledge management and customer relationship management for every business decision-maker and IT professional! In one easy-to-understand book, a leading KM consultants explains exactly how to benefit from knowledge-enabled, customer-centric CRM technologies-and offers a proven, 7-step roadmap for implementation!

  • How KM and CRM work-and how they impact existing processes and IT infrastructure
  • Using KM and CRM to leverage your strengths, maximize your employees' efforts, and deepen customer loyalty
  • The Customer Knowledge Value Chain: knowledge-based individualization, and long-term learning relationships
  • Aligning e-business strategy and technology choices: getting beyond "The Innovator's Dilemma"
  • Team-building and goal-setting for winning KM/CRM projects
  • Auditing your existing knowledge and customer relationship systems
  • Corporate culture: key changes you may need to make, and how to make them
  • Architectures, technology frameworks, platforms, and integration issues
  • Results-driven development and deployment techniques
  • Detailed metrics: evaluating your system and identifying key opportunities for improvement

The better you understand your customers' needs, the better you can serve them-and with today's breakthrough KM/CRM systems, you'll understand them better than ever before. Start leveraging KM/CRM for competitive advantage now—with The Essential Guide to Knowledge Management!

About the Author:

AMRIT TIWANA researches e-business applications of KM and teaches IS at the J. Mack Robinson Business School, Georgia State University, Atlanta. He has served as a columnist and contributing editor for several professional technology publications, and frequently contributes to various research and trade journals. He is author of The Knowledge Management Toolkit (Prentice Hall PTR).

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