A combination of CRM and KM software puts answers at the fingertips of 3M call center reps. In a post-implementation audit of its intranet, Mitre Corp. focused on the benefits of knowledge sharing and collaboration. That Matter Performance indicators must do more than just measure profits and losses. The good news is that the knowledge management movement is more than the fad some had predicted. Every part of your organization must reexamine its structure and processes to truly reap KM's benefits.
Knowledge management can help.
A dangerous idea could retard your KM efforts. On the KM Midway Consultants clamor for companies' attention and KM dollars. Product and service ideas that fade to commodities can flower again. By rescuing the procedures that govern your business from the dark recesses of code, the disconnect between IT and business could finally be healed. How companies are learning to leverage their knowledge assets and some of the obstacles they're encountering.