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: USD $34.99
  • 售價: $399
  • 語言: 英文
  • 頁數: 352
  • 裝訂: Paperback
  • ISBN: 0130320005
  • ISBN-13: 9780130320001

限量商品 (庫存=1)

產品描述

Summary

  • 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!