The Essential Guide to Knowledge Management: E-Business and CRM Applications (Paperback)

Amrit Tiwana

  • 出版商: Prentice Hall
  • 出版日期: 2000-12-16
  • 定價: $1,080
  • 售價: 1.8$199
  • 語言: 英文
  • 頁數: 352
  • 裝訂: Paperback
  • ISBN: 0130320005
  • ISBN-13: 9780130320001
  • 相關分類: 電子商務 E-commerce
  • 立即出貨(限量) (庫存=1)




  • 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!


- 無庸置疑的指南,適用於每位決策者、經理和電子商務策略師
- 超越CRM!為電子商務提供知識啟用的客戶關係管理
- 經過驗證的7步實施路線圖
- 對齊電子商務策略和技術
- 以結果為導向的開發和部署
- 團隊建設、目標設定和企業文化
- 實際案例研究:Lands' End、Gateway和Dell


- 知識管理和客戶關係管理的工作原理,以及它們如何影響現有流程和IT基礎設施
- 利用知識管理和客戶關係管理來發揮您的優勢,最大限度地發揮員工的努力,並加深客戶忠誠度
- 客戶知識價值鏈:基於知識的個性化和長期學習關係
- 對齊電子商務策略和技術選擇:超越「創新者困境」
- 為贏得知識管理/客戶關係管理項目建立團隊和設定目標
- 審核現有的知識和客戶關係系統
- 企業文化:您可能需要進行的關鍵變革以及如何進行變革
- 架構、技術框架、平台和整合問題
- 以結果為導向的開發和部署技術
- 詳細的指標:評估您的系統並確定關鍵改進機會