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Essential Guide Ser.: Essential Guide to Knowledge Management : E-Business and CRM Applications by Amrit Tiwana (2000, Trade Paperback)

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About this product

Product Identifiers

PublisherPrentice Hall PTR

ISBN-100130320005

ISBN-139780130320001

eBay Product ID (ePID)1822908

Product Key Features

Number of Pages352 Pages

LanguageEnglish

Publication NameEssential Guide to Knowledge Management : E-Business and Crm Applications

SubjectManagement Information Systems, Knowledge Capital, Customer Relations, E-Commerce / General (See Also Computers / Electronic Commerce)

Publication Year2000

TypeTextbook

Subject AreaComputers, Business & Economics

AuthorAmrit Tiwana

SeriesEssential Guide Ser.

FormatTrade Paperback

Dimensions

Item Height0.8 in

Item Weight20.2 Oz

Item Length7 in

Item Width9.2 in

Additional Product Features

Intended AudienceScholarly & Professional

LCCN00-050189

TitleLeadingThe

Dewey Edition21

IllustratedYes

Dewey Decimal658.4/038

Table Of Content(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.

SynopsisKnowledge 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., This guide is a briefing on knowledge management and customer relationship management for business decision-makers and IT professionals. The author explains in an accessible manner how to benefit from knowledge-enabled, customer-centric CRM technologies - and offers a 7-step roadmap for implementation.

LC Classification NumberHD30.2.T498 2001