Inside Knowledge Magazine /Knowledge Management Magazine Archive
Volume 1 Issue 5
Applying Customer Knowledge Management
Sam Korman, Abbey National Plc, discusses how presumptive knowledge can be derived and used to establish improved customer relationships in a Retail Financial Services setting.
A Practical Path to Customer Loyalty
Phil Bowden, Nortel, examines a practical process and tool set for the improvement of customer loyalty, utilizing Customer Value Management as a methodology for continuous improvement and competitive advantage.
Supporting Knowledge Sharing
The sharing of knowledge is counter to the culture of many organisations and can be a major obstacle to the implementation of effective knowledge management. William Ives and Ben Torrey, Andersen Consulting present a multi-dimensional framework developed to support change in human performance and applies it to supporting knowledge sharing behaviour.
The Brand Management Concept in Manufacturing Companies
Using examples from 3M, Tim Hewtson le Roux, Customer Research, 3M Europe looks at the role of knowledge management in new product and service development and explains how knowledge facilitation is at the heart of the brand management process.
Thresholds of Acceptable Uncertainty
David Snowden, IBM, looks at symbiosis between intellectual assets through mapping and simple models.