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!