The Essential Guide to Knowledge Management: E-Business and Crm Applications

By Amrit Tiwana

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... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 0130320005
• ISBN13: 9780130320001
• Release Date: January 2000
• Publisher: Prentice Hall
• Length: 352 Pages
• Weight: 2.05 lbs.
• Dimensions: 0.8" x 7.0" x 9.2"

Customer Reviews

Review from an Experienced Marketing Manager w/ an MBA

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.