Magazine article CRM Magazine

Finally Acknowledging Knowledge Management

Magazine article CRM Magazine

Finally Acknowledging Knowledge Management

Article excerpt

Knowledge management (KM) is one of those strategic business processes that definitely improved with age. I was involved with Knowledge Management magazine back in the late 1990s--around the same time that CRM magazine was really taking off. Unfortunately, Knowledge Management(the magazine) never really got to enjoy the supersonic growth that sent CRM into the stratosphere during the dot-com days.

KM's main problem back then? Companies found themselves struggling to quantify the return on any investment in a KM initiative. And there were other concerns. For one, KM had yet to escape its tweedy, document-management-era reputation as a "repository of documents" technology. (Not much help in generating buzz or hype.) As if a branding image wasn't enough to deal with, think back to the state of enterprise computing at the end of the last century: ultra-low bandwidths, limited computational power, nonexistent mobile applications, and a far less robust Internet. No wonder, then, that most companies viewed true knowledge management as a promising idea whose time had not yet come.

Flash-forward 10 years: That time is now. Technology and infrastructure have reached a level of sophistication where true KM is not only possible, but thriving. What's more, the same social factors that have driven the Web 2.0 explosion through the rest of the enterprise happen to be a perfect match for the content expertise, adoption, and distribution that are the bread-and-butter of any KM implementation. …

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