TY  - BOOK
AU  - Stapleton,James J.
TI  - Executive's guide to knowledge management: the last competitive advantage 
SN  - 0471229253 (cloth : alk. paper)
AV  - HD30.2 .S782 2003
U1  - 658.4/038 21
PY  - 2003///
CY  - Hoboken, NJ
PB  - J. Wiley & Sons.
KW  - Knowledge management
KW  - Information resources management
KW  - Customer services
N1  - Includes index; Infomentality. Your infomentality. Information gathering mentality. Components of the information gathering mentality. Elements of the information gathering mentality. Your intelligence gathering plan -- Infogoals. Simple information request. Understand the source information. Synthesize the data. What businesses need. Risks. The ultimate goal -- Building knowledge. Find it. Secure it. Evaluate it. Understand it. Analyze it. Synthesize it. Disseminate/distribute it. Act on it. Information basics -- Infoplan. Why information gathering is important to sales. External information sources. Opinions. Aim of the knowledge management program : getting and keeping new clients -- Competitor information -- Customer relations. Your competition : are they colleagues or are they competitors. What constitutes good service? What do customers want? Communication. Surveys. Exit interviews. Information sources. Customer base. Misinformation -- Referral source information. Art of networking. Building an information network. Right knowledge. Meeting with influencers. Information sources -- Infoplan. Why we gather information. Why you must plan. Planning process. Choosing information gathering activities. Why information gathering plans fail
ER  -