Re-engineering the customer relationship: leveraging knowledge assets at IBM

被引:107
作者
Massey, AP
Montoya-Weiss, MM
Holcom, K
机构
[1] Indiana Univ, Kelley Sch Business, Dept Accounting & Info Syst, Bloomington, IN 47405 USA
[2] N Carolina State Univ, Coll Management, Raleigh, NC 27695 USA
[3] IBM Corp, Corp Strategy, Global Serv, Worldwide Internet Strategy & Deployment, Indianapolis, IN 46240 USA
关键词
information technology; Internet; electronic channel; knowledge management; customer relationship;
D O I
10.1016/S0167-9236(01)00108-7
中图分类号
TP18 [人工智能理论];
学科分类号
081104 ; 0812 ; 0835 ; 1405 ;
摘要
A successful knowledge management strategy identifies a firm's key leverage points essential to achieve business results. These often reside in core business processes that may be re-engineered to capitalize on and expand organizational knowledge resources and capabilities. This case describes a 4-year initiative undertaken by IBM to re-engineer its customer relationship management process and capitalize on knowledge-based resources. The case illustrates the effective, integrated use of information technologies to improve the performance of both customers and IBM's human experts by providing knowledge access and availability, acquiring and assembling knowledge, and disseminating knowledge to those who need to apply it. (C) 2001 Elsevier Science B.V. All rights reserved.
引用
收藏
页码:155 / 170
页数:16
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