Title: Executive's guide to knowledge management : the last competitive advantage /
Authors: Stapleton, James J.
Publisher: J. Wiley & Sons.,
Year: 2003
Subjects: Knowledge management.; Information resources management; Customer services
Abstract: "The technology revolution of the 1990s and the post-bubble information explosion have created one critically important function that remains wildly unregulated and completely up-for-grabs - knowledge management. James Stapleton draws upon twenty years of helping turn average companies into extraordinary success stories that reveal how to capitalize on the last true competitive advantage in the Executive's Guide to Knowledge Management."
Contents: Infomentality. Your infomentality. Information gathering mentality. Components of the information gathering mentality. Elements of the information gathering mentality. Your intelligence gathering plan -- Infogoals. Simple information request. Understand the source information. Synthesize the data. What businesses need. Risks. The ultimate goal -- Building knowledge. Find it. Secure it. Evaluate it. Understand it. Analyze it. Synthesize it. Disseminate/distribute it. Act on it. Information basics -- Infoplan. Why information gathering is important to sales. External information sources. Opinions. Aim of the knowledge management program : getting and keeping new clients -- Competitor information -- Customer relations. Your competition : are they colleagues or are they competitors. What constitutes good service? What do customers want? Communication. Surveys. Exit interviews. Information sources. Customer base. Misinformation -- Referral source information. Art of networking. Building an information network. Right knowledge. Meeting with influencers. Information sources -- Infoplan. Why we gather information. Why you must plan. Planning process. Choosing information gathering activities. Why information gathering plans fail.