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


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


Synopses & Reviews

Publisher Comments:

  • 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!


Includes bibliographical references (p. 303-309) and index.

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).

Table of Contents

(NOTE: Chapters begin with In This Chapter and ends with summaries and Test Your Understanding.)


1. Introduction.

Knowledge Management, e-Business, and CRM. The New Economy's New Face.

How We Got Here: The Long-Winded Road. The New-New Imperatives.
2. Understanding E-Business, CRM, and KM.

The New Digital Landscape. Getting Down to e-Business. Customer Relationship Management. Knowledge Management. Knowledge-Enabled Customer Relationship Management. Test Your Understanding.
3. A Roadmap for Success.

The Knowledge-Enabled Customer Relationship Management Roadmap. Phase 1: Evaluation and Strategic Alignment. Phase II: Infrastructural Development and Deployment. Phase III: Leadership, Change Management, Measurement, and Refinement. Test Your Understanding. Part 1 Summary.


4. Aligning Strategy and Technology Choices.

Getting Past the Innovator's Dilemma. The KCRM Strategic Framework. Analyzing the Business Environment. Understanding the Context. Strategic Technology.
5. Audit and Analysis.

Why Audit Customer Knowledge? Initiating the Audit. Reference Measures and Methodological Choices. The Audit Method. Documenting Customer Knowledge Assets. Using the Audit Results to Drive KCRM.
6. Building an Implementation Team.

Tasks and Expertise. Team Composition. Leadership. Risk Assessment and Common Pitfalls.
7. Blueprinting the Technology Infrastructure.

Design Challenges. The Customer Lifecycle. Customer Knowledge Management: Technology Framework. The KCRM Architecture. Integration. Long-Term Considerations.
8. Results-Driven Development and Deployment.

Hidden Costs and Other Surprises. An Overview of Big-Bang Systems Development Methods. Looking Beyond the Waterfall. Results Driven Incrementalism.
9. Leadership, Change Management, and Corporate Culture.

Leadership. Enhancing Corporate Culture. Change Management. Part 2 Summary.
10. Evaluation, Measurement, and Refinement.

Fundamental Metrics. Traditional Metrics. Basic KCRM Metrics. Comprehensive Metrics. Pitfalls. Part 3 Summary.



Product Details

Tiwana, Amrit
Prentice Hall
Tiwana, Amrit
Upper Saddle River, NJ
Internet - General
Information Management
Management Information Systems
Customer relations
Electronic Commerce
Knowledge management
Business management
Edition Description:
Trade paper
Essential Guide Series
Series Volume:
no. 137
Publication Date:
December 2000
Grade Level:
Professional and scholarly
9 x 7 x 0.8 in 553 gr

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Business » Customer Service
Business » High Tech Management
Business » Management
Computers and Internet » Database » Applications
Computers and Internet » Database » MIS
Computers and Internet » Internet » General
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Computers and Internet » Internet » Web Publishing
Computers and Internet » Internet » eCommerce

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