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Knowledge and Data Management White Papers

The Role of Knowledge Management in Customer Relationship Management

Overview When the term Knowledge Management (KM) came to the forefront of business strategies in the 1990s, there was the generally accepted notion that it referred to a set of disciplines that enabled an organization to capture, categorize, and present corporate knowledge for improved business and competitive advantage. In many ways, KM started off as a method of institutionalizing corporate memory and knowledge, but it was largely restricted to the corporate intranet; many KM initiatives floundered because they didn't have a clear goal, and supporters found it difficult to fund projects without clearly defined ROI metrics. This paper explains six leading companies' views on the role of KM in the CRM process.

Further White Paper Details
Publisher	Information Today	File Format	PDF
Date Published	November 2006	Downloads	63
Format	White Papers
Topics	Knowledge and Data Management

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