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The Essential Guide to Knowledge Management: E-Business and CRM Applications (Essential Guide Series) By Amrit Tiwana

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

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The Essential Guide to Knowledge Management: E-Business and CRM Applications Summary


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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Additional information

GOR001200431
The Essential Guide to Knowledge Management: E-Business and CRM Applications (Essential Guide Series)
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.