Here's how to manage customer relationships effectively. Every part of your organization must reexamine its structure and processes to truly reap KM's benefits. The CEO of this worldwide plumbing supplier says the pain of a major IT implementation is worth it. As companies seek closeness with customers and business partners, online communities move from the Web fringe to strategy central. Lazy e-commerce practitioners may go the way of the milkman.
Knowledge management can help.
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