CHAPTER 8
Working with Learning Information: The Recipe
Would you like, as a company, to work smarter or would you prefer to continue to work harder?
If you have been reading this book chapter by chapter, by now you should be comfortable with the terms “lead information” and “lag information.” This chapter discusses the last information type covered in this book: learning information. The simplest definition of learning information could be that it is lead information on an organizational level. Learning information is therefore feedback to the rest of the organization, making sure that whatever competencies one department has acquired are used to their fullest extent.
This learning information can be shared horizontally as interdepartmental competency, where interested departments voluntarily reuse what has been learned from customer relationship management processes. This knowledge sharing typically is between similar departments, such as other sales or marketing departments working on other industries, promoting other brands, or in other geographical locations. The interdepartmental competency sharing could form a basis of cross-functional joint ventures between, for example, a customer analytics department and the call center and sales department. You can read more about this later in the section called “Using Learning Information in Other Horizontal Departments.”
Learning information can also be directed vertically as feedback to the strategy department on a continuous ...
