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.

This article was originally published on 11-01-2001
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