1. KNOWLEDGE MANAGEMENT (KM) Session # 42

2. Knowledge Application Systems and CRM

3. Consumer
Internal
Business
Channel
Types of Customers

4. Customer information is the core of the info-structure
Product Development
Target Services
Marketing Communications
Distribution & Provision Costing
Servicing
Relations & Mktg.
Channel Provisioning
Channel Mgmt.
Sales Planning & Mgmt.
Customer Information
Marketing Strategies
Financial Analysis
Financial Measurement
Relationship Planning
Risk Management
External Channel
Selection
Productivity Management
Risk Assessment
Services Contribution Analysis
Customer information is the core of the info-structure

5. Shipping
Orders
Inventory
Receivables
Orders
Information Islands

6. Information Loops Management Partners & Suppliers Sales Production
Marketing
Information Loops

7. Tactical strategies for the CRM process
Interact
Connect
Relate
Know
Tactical strategies for the CRM process

8. The CRM management process
Learning
Knowledge Discovery
Analysis & Refinement
Action
Customer Interaction
Market Planning
The CRM management process

9. Knowledge Assets of the Firm
KM in an Organization Taken as a Learning Laboratory
Present
Independent
Problem
Solving
Integration of
External
Knowledge
Integration of
Internal
Knowledge
Knowledge Assets of the Firm
External
Internal
Continuous
Innovation/
Experimentation
Future

10. Product-and Technology Level Combinations
Technology A
Technology B
Product C
Technology E
Product B
Technology C
Technology D
A) Product-oriented combinative capabilities
B) Technology-oriented combinative capabilities
Product-and Technology Level Combinations

11. Combinative Capacity and Techno-Market Insight
Boundary Spanners
Department / technology focused Personnel
Knowledge Base 1
Knowledge Base 1
Knowledge Base 1
Knowledge Base 1
Knowledge Base 1
Knowledge Base 1
Knowledge Base 1
Knowledge Base 1
Organizational Boundaries
Techno-Market Insight
Combination
Combination
New Knowledge Base
New Product
Combinative Capacity and Techno-Market Insight

12. The Knowledge Cluster Organization.
(Regular) Product and Technology Development Project
R&D Project
R&D Project
R&D Project 1
Knowledge Cluster 5
Knowledge Cluster 6
Knowledge Cluster 1
Knowledge Cluster 3
Knowledge Cluster 2
Knowledge Cluster 4
Knowledge Cluster 7
Knowledge Cluster 2
Knowledge Cluster 8 2
Recombination Project
Knowledge (Re-) Combination Projects
The Knowledge Cluster Organization.

13. Knowledge Communities Community of Interest Community of Practice Issues-Driven Community Communities of Learning