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Some Implementation Challenges of Knowledge Management Systems: A CRM Case Study
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Author(s):
Bendik Bygstad (The Norwegian School of Information Technology, Norway)
Copyright:
2008
Pages:
11
Source title:
Knowledge Management: Concepts, Methodologies, Tools, and Applications
Source Author(s)/Editor(s):
Murray E. Jennex
(San Diego State University, USA)
DOI:
10.4018/978-1-59904-933-5.ch193
Keywords:
Information Science Reference
/
Knowledge Management
/
Library & Information Science
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Some Implementation Challenges of Knowledge Management Systems: A CRM Case Study
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Abstract
The promise of knowledge management systems is challenged by implementation problems. This CRM case illustrates that technology-driven approaches are not likely to succeed. It also indicates some limitations of top-down managerial interventions, arguing that we need a deeper understanding of learning processes to be able to implement KM systems successfully. A more experimental implementation strategy is suggested.
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