ESSENTIAL GUIDE TO KNOWLEDGE MANAGEMENT E-BUSINESS AND CRM APPLICATION TIWANA A. Księgarnia

The Essential Guide to Knowledge Management

E-Business and CRM Applications

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-step 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 your 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 your 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 ncw-with The Essential Guide to Knowledge Management.

About the Author

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.

A reader's rave review for Tiwana's first KM book, The Knowledge Management Toolkit

"I am 99.9% sure that if your company follows Amrit's roadmap to building a KMS, you will not only be a successful company, you will be an industry leader. Definitely 5 stars...CO BUY THIS BOOK!"

315 pages

Po otrzymaniu zamówienia poinformujemy,
czy wybrany tytuł polskojęzyczny lub anglojęzyczny jest aktualnie na półce księgarni.