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Knowledge Management for Sales and Marketing by Nick Milton, Tom Young

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8

Case study from British Telecom: supporting a distributed sales force

John Davies (BT), Ian Thurlow (BT) and Paul Warren (Eurescom)

British Telecom (BT) is one of the world’s leading providers of communications solutions and services, operating in 170 countries around the globe. BT’s principal activities include networked IT services, local, national and international telecommunications services, and higher value broadband and Internet products and services. Servicing many customers in the fast-moving telecommunications industry requires a large and dispersed sales and support force, with excellent access to up-to-date knowledge and information. In this chapter, John Davies, Ian Thurlow and Paul Warren describe ongoing research to improve ...

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