Some Implementation Challenges of Knowledge Management Systems: A CRM Case Study

Some Implementation Challenges of Knowledge Management Systems: A CRM Case Study

Bendik Bygstad (The Norwegian School of Information Technology, Norway)
DOI: 10.4018/978-1-59904-933-5.ch193
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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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