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The Essential Guide to Knowledge Management By Amrit Tiwana

The Essential Guide to Knowledge Management
by Amrit Tiwana

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The Essential Guide to Knowledge Management Summary


The Essential Guide to Knowledge Management: E-Business and CRM Applications by Amrit Tiwana

Knowledge Management (KM) and Customer Relationship Management (CRM) are crucial to leveraging your corporate strengths, deepening customer loyalty, and maximizing your employees' efforts. The Essential Guide to Knowledge Management: e-Business and CRM Applications offers managers and IT professionals a no-nonsense, up-to-the-minute briefing on these technologies -- and a step-by-step roadmap for implementation. Understand what KM and CRM seek to accomplish, how they do it, and how they impact both your existing processes and your existing IT infrastructure. Learn how to align your KM/CRM strategy with your technology choices; audit your existing knowledge and customer relationship systems; blueprint your technology infrastructure; and build a team that can implement KM/CRM successfully. Walk step-by-step through developing and implementing your KM/CRM system -- and making the changes in corporate culture needed to leverage it fully. Then, discover practical metrics for evaluating your system once it's in place, and identifying the optimal refinements. The Essential Guide to Knowledge Management also contains detailed case studies from leading KM/CRM implementers, including Lands' End, Gateway, and Dell.

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About Amrit Tiwana


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.)

I. FUNDAMENTALS.

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.

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.

Glossary.
References.
Index.

Additional information

GOR001200431
The Essential Guide to Knowledge Management: E-Business and CRM Applications by Amrit Tiwana
Amrit Tiwana
Used - Very Good
Paperback
Pearson Education (US)
2000-12-06
352
0130320005
9780130320001
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us.