The Essential Guide to Knowledge Management: E-Business and CRM Applications [Paperback]

Amrit Tiwana (Author)

Book Description

ISBN-10: 0130320005 | ISBN-13: 978-0130320001 | Publication Date: December 16, 2000 | Edition: 1

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.

Editorial Reviews

From the Inside Flap

Preface

In the digital economy, traditional thinking is proving its futility. Assumptions from the old economy that most of us are comfortable with do not carry over to the now-mainstream digital economy. The proof is in the mirror. MrWakeup calls my phone at 7 a.m. to wake me to a fresh cup of Starbucks coffee brewed in a coffee maker bought at Gevalia. As I munch on a bagel that WebGrocer delivered last night, I read the NewYorkTimes delivered every 10 minutes to my wireless hand-held purchased from OfficeDepot. I am still waiting for a new suit that I ordered from LandsEnd, but I know that FedEx will send me an e-mail as soon as the package is delivered at my door. After a shower and quick shave with a DrugStore-delivered razor, I pick the navy blazer that I got from Overstock, get dressed, and drive to the subway station. I can't help but notice the blooming flowers that my neighbor bought at Garden, and so religiously waters with his Web-based X10 pump controller. A short drive filled with PhoneFree commercials brings me to the subway station.

I swipe the MARTA smartcard that WebVan delivers on the last day of every month as I notice the gloomy look on the newspaper vendor's face. A train finally arrives as I step away from the LastMinuteTravel banner only to end up sitting right under a big AtlantaYardSale sign. Do I care? Not when I listed my old notebook PC on eBay just the night before. The only "e-free" part of my day—my train ride—was ruined last year when Palm Computing took the Web wireless.

As I begin to pull out the latest issue of Business Week that I ordered at magazineoutlet from my briefcase, I remember that I left my presentation Zip disk on my desk at home. I need not panic, because in just a few minutes I'll get into my iMac at home from my work PC through the Web. I continue browsing through my copy of Business Week and highlight a couple of interesting tidbits with my C*pen digital highlighter. As I step out of the train, I toss my magazine into the trash; I'll soon have all the highlighted material on my desktop PC as soon as I dock my highlighter. Thank God, I still write with a real Waterman fountain pen that I got from Ashford that uses real ink that I can always find at Onvia. The calendar in the hallway reminds me that Mother's Day is close. The card from Sparks must be in the mail.

As I step out of the station in downtown Atlanta, I remember that life was not this way a few years back. More daunting is the realization that all this is just the tip of the iceberg. Electronic commerce is hardly a whiff of the impending change of which e-business is a harbinger.

Whether by choice or lack thereof, we are all bearers of the Chinese curse-blessing, "May you live in interesting times." While the newspaper boy is among the many left far, far behind, the dot-com era is unstoppably altering the structure of our economy. This book is written for those who do not want to be left behind, and for those who are keen to understand how e-business success is defined by knowledge and relationship capital—the only meaningful assets in the digital economy. Because it is meant to explain the underlying ideas behind relationship management and e-business applications of knowledge management to nontechnologists, I assume no significant prior knowledge of e-business or knowledge management. For readers who might want to dig deeper into the technicalities of knowledge management, I'd suggest taking a look at excerpts and chapters from my previous knowledge management book (freely available at kmtoolkit). Think of this book as a continuing dialogue between us, and feel free to carry on the conversation with me at [e-mail] Tiwana
Atlanta, Georgia

From the Back Cover

• The no-nonsense guide for every decision-maker, manager, and e-business strategist
• Beyond CRM! Knowledge-enabled Customer Relationship Management for e-business
• A proven 7-step implementation roadmap
• Aligning e-business strategies and technologies
• Results-driven development and deployment
• Team building, goal setting, and corporate culture
• Real-world case studies: Lands' End, Gateway, and Dell

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 consultants 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 now—with The Essential Guide to Knowledge Management!

See all Editorial Reviews

Product Details

• Paperback: 352 pages
• Publisher: Prentice Hall; 1 edition (December 16, 2000)
• Language: English
• ISBN-10: 0130320005
• ISBN-13: 978-0130320001
• Product Dimensions: 9.2 x 7 x 0.8 inches
• Shipping Weight: 1.5 pounds (View shipping rates and policies)
• Average Customer Review: 4.0 out of 5 stars  See all reviews (2 customer reviews)
• Amazon Best Sellers Rank: #1,287,216 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

3.0 out of 5 stars crammed full of information, March 9, 2010

By 

R. Mahoney "me" - See all my reviews
(REAL NAME)   

Amazon Verified Purchase

This review is from: The Essential Guide to Knowledge Management: E-Business and CRM Applications (Paperback)

This is one heck of a book. I had to get it for a class in Knowledge Management.
This is not an easy read. It was written for those who are already in the management profession and is definitely not "dumbed down" for the ignorant masses.
But if you are sincerely want a comprehensive understanding this seems like a decent book.

5 of 8 people found the following review helpful:

5.0 out of 5 stars Review from an Experienced Marketing Manager w/ an MBA, March 13, 2002

By 

Scott P. Noble (Denver, CO USA) - See all my reviews

This review is from: The Essential Guide to Knowledge Management: E-Business and CRM Applications (Paperback)

This book is a must read for any Executive through manager in a company that is entertaining a CRM implementation. The book covers many helpful hints and constructs that will help save time, money, and human capital. In today's business climate of collaborative solutions pitched by the major competitors (SAP, Siebel, PeopleSoft, J.D. Edwards, etc.), many of their software offerings, solutions, and web sites are geared from their perspective. It's not too hard to get lost in all of their jargon. This book shows the other side--from an business point of view--to implementing a knowledge CRM business strategy. The book covers how to evaluate people for the team and progress throughout the project. The tables throughout the book are outstanding as they compare, contrast, list critical success factors, metric measurement, audit questions and methods, etc.