The New Reality for Customer Engagement
Date: 5/31/2018 @ 1 p.m. ET
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 sidepreferably the CEOto champion your knowledge management offering, so you're not seen as pushing knowledge management down the throats of corporate users.
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