Tiwana, Amrit. 　著

内容

目次

(NOTE: Chapters begin with In This Chapter and ends with summaries andTest Your Understanding.) I. FUNDAMENTALS. 1. Introduction. KnowledgeManagement, e-Business, and CRM. The New Economy's New Face. How We GotHere: The Long-Winded Road. The New-New Imperatives. 2. UnderstandingE-Business, CRM, and KM. The New Digital Landscape. Getting Down toe-Business. Customer Relationship Management. Knowledge Management.Knowledge-Enabled Customer Relationship Management. Test Your Understanding.3. A Roadmap for Success. The Knowledge-Enabled Customer RelationshipManagement Roadmap. Phase 1: Evaluation and Strategic Alignment. Phase II:Infrastructural Development and Deployment. Phase III: Leadership, ChangeManagement, Measurement, and Refinement. Test Your Understanding. Part 1Summary. II. A ROADMAP FOR IMPLEMENTING KCRM. 4. Aligning Strategy andTechnology Choices. Getting Past the Innovator's Dilemma. The KCRMStrategic Framework. Analyzing the Business Environment. Understanding theContext. Strategic Technology. 5. Audit and Analysis. Why Audit CustomerKnowledge? Initiating the Audit. Reference Measures and MethodologicalChoices. The Audit Method. Documenting Customer Knowledge Assets. Using theAudit Results to Drive KCRM. 6. Building an Implementation Team. Tasksand Expertise. Team Composition. Leadership. Risk Assessment and CommonPitfalls. 7. Blueprinting the Technology Infrastructure. DesignChallenges. The Customer Lifecycle. Customer Knowledge Management: TechnologyFramework. The KCRM Architecture. Integration. Long-Term Considerations. 8.Results-Driven Development and Deployment. Hidden Costs and OtherSurprises. An Overview of Big-Bang Systems Development Methods. LookingBeyond the Waterfall. Results Driven Incrementalism. 9. Leadership, ChangeManagement, and Corporate Culture. Leadership. Enhancing CorporateCulture. Change Management. Part 2 Summary. 10. Evaluation, Measurement, andRefinement. Fundamental Metrics. Traditional Metrics. Basic KCRM Metrics.Comprehensive Metrics. Pitfalls. Part 3 Summary. Glossary. References.Index.