Essential Guide To Knowledge Management E-Business & Crm Applications by Amrit Tiwana

Book Summary of The Essential Guide To Knowledge Management: E-Business And CRM Application

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 consultant explains exactly how to benefit from knowledge-enabled, customer-centric CRM technologies—and offers a proven, 7-dtep 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 you 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 you 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! 

Contents 

Introduction 
Understanding E-business, CRM, and KM 
A Roadmap for Success 
Aligning Strategy and Technology Choices 
Audit and Analysis 
Building an Implementation Team 
Blueprinting the Technology Infrastructure 
Results-Driven Development and Deployment 
Leadership, Change Management, and Corporate Culture 
Evaluation, Measurement, and Refinement 

About the Authors 

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.