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2 November 2008 CRM magazine Best Practices Series: Finally Acknowledging Knowledge Management Knowledge management (KM) is one of those to knowledge management. These leading strategic business processes that definitely vendors have achieved real-world benefits by improved with age. I was involved with Knowledge aligning demand forecasts with inventory control Management magazine back in the late 1990s— and supply chain management, and by applying around the same time that CRM magazine was best practices to augment your marketing or really taking off. Unfortunately, Knowledge product-introduction efforts—all using KM to Management (the magazine) never really got to guide the process. None of this was even enjoy the supersonic growth that sent CRM into possible just a few short years ago. the stratosphere during the dot-com days. As a devotee of customer relationship KM’s main problem back then? Companies found management, I’m particularly impressed with the themselves struggling to quantify the return on any investment in a KM initiative. And there were natural engagement KM 2.0 solutions foster with other concerns. For one, KM had yet to escape its customers at a deeply personal level. tweedy, document-management–era reputation Astonishingly quick adoption rates and amazingly as a “repository of documents” technology. (Not deep customer engagement are the drivers that much help in generating buzz or hype.) As if a have turned KM into a business strategy with branding image wasn’t enough to deal with, think immediate impact on contact centers, Web self- back to the state of enterp
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