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The Essential Guide to Knowledge Management: E-Business and Crm Applications (Essential Guide Series)by Amrit Tiwana
Synopses & Reviews
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!
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.)
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.
II. A ROADMAP FOR IMPLEMENTING KCRM.
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.
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