Summary

Resource Library:

Knowledge management is contributing some clear benefits to the organization. People are communicating better, decision making is improved, and both customers and employees are getting some value. But it's a mixed bag: Real ROI benefits are elusive, and projects are often coming in over budget. Better definition of business goals, more emphasis on involving employees in system design and a stronger focus on ROI will help. And one word of advice: Get someone on the business side—preferably the CEO—to champion your knowledge management offering, so you're not seen as pushing knowledge management down the throats of corporate users.