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Building the Business Case for Knowledge Management Success
Aligning the KM program with your Service strategy will make it easier to bring resolution (answers) to your customers.
Building the Business Case for Knowledge Management Success
Making the decision to implement a knowledge management (KM) program should not be a difficult one. As other organizational and project priorities continue to hijack the KM opportunity, knowledge management needs to be viewed, sold and implemented as a Service Value program. Service Value is the customer’s perceived business outcomes produced by the quality, effectiveness, and efficiency of the support organization.
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