Inside Knowledge Magazine /Knowledge Management Magazine Archive
Volume 4 Issue 1
One of today's buzzwords and hottest topics is Customer Relationship Management. Most CRM systems available today cover the three functional areas of service, sales and marketing. The key driver for implementing CRM systems is customer retention, and not gaining new customers. To retain customers, high quality systems are required to make sure that every time the customer has a query or a problem, it is resolved efficiently and effectively. In the case of high-tech companies, the enterprise knowledge base plays a crucial role in effective customer service.
Gateway to knowledge
In a follow-up to an article published in the February 2000 edition of Knowledge Management, Audrey Redshaw and Alison Footitt provide an overview of how the implementation of knowledge management throughout Barclays has progressed, looking at how the organisation has built on existing initiatives and how new opportunities have been explored.
The need for a structured method for managing knowledge is particularly pertinent in the financial sector, where the emphasis is on delivering a highly personalised service to individual customers. Adam Gersting, Franck Brice, and Scott Schaftlein describe how the use of taxonomies can provide a natural structure to content management systems and solutions.
Learn once, use anywhere
Knowledge is the currency of the millennium, and knowledge management is the key to corporate survival. Dr V.P. Kochikar describes Infosys Technologies' attempts to create a system capable of facilitating its vision of establishing a 'learn once, use anywhere' paradigm.
Profiting from knowledge? KM in the financial sector
In a sector in which business is fundamentally founded on knowledge-based intangible assets and competencies, a more strategic approach to KM could reap significant rewards. Robert Taylor reflects on knowledge management priorities in the financial sector.
This time it's personal
How well do you know your clients? Terry Wilcox explains how to begin personalising customer contact, and how making the best use of customer knowledge can convert online browsers into buyers.
This month's 'Your Say' provides an introductory discussion examining knowledge management in the financial sector. Simon Lelic talks to Christine Adcock, Tom Bird, Bill Ives, Sunil Sharma and Marcus Speh, and explores the key issues surrounding the growing KM needs facing the financial services industry.