5

Technology

In this chapter we will review technology and how it can be used to support knowledge management in the sales, bidding and marketing areas. We will look at1 ‘traditional’ technology, such as the CRM databases and also at the emerging web 2.0 technology that supports social networks and communities of practice. There is no shortage of technology in these fields and what seems to be more important in delivering effective knowledge management is that the technology is appropriate to the style of the company. For example, BT is participating in a state-of-the-art experiment, described in Chapter 8, to develop technology that will provide their sales staff and technical consultants with easier access to knowledge and with improved and ...

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