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Knowledge Management

What Happened? - Knowledge

Customer
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Please see below selected ntelligence about knowledge from before 2016. This is a synthesis of major recent developments at competitors, business schools, thinktanks, media, commentators, and other key influencers.

 

December 2015

 

 

  • Forrester's Knowledge Management For Customer Engagement report examined the capabilities of 18 KM vendors and offered a decision framework for choosing the right type of solution tailored for an organisation's needs. According to the report's author,  knowledge delivered to the customer or the customer-facing employee at the right time in the customer engagement process is critical to a successful interaction.

 

  • The CEO's role in Knowledge Management from Quality Digest argued that certain leaders are able to achieve greater and more sustainable results from KM than others, despite having similar KM experts and technology at their disposal, and listed the qualities that seem to set these leaders apart from others.

 

 

 

 

  • In a tutorial session at the KMWorld 2015 Conference in Washington, Stan Garfield discusseed what he called the “16 myths of knowledge management”, debunking each one.