Extended profile
Paul Jones
Tuesday 26th August 2008, 10:16pm
Hi Kris, I see what you mean. However, from my experiences and from some of the research that I have been doing, I think that CRM is relevant to any service being offered or provided. In the case of my Assignment, I have applied these theories to the delivery of an IT Service support desk. I believe that Customer Relationship Management is a crucial part to Service Delivery....
Robert Massey
Tuesday 26th August 2008, 9:47pm
I totally agree Kris, the culture of the organization will play a huge part. Your entry on conformity is a typical example. Also, once this knowledge has been captured, has anything been omitted or misinterpreted (perceptions and context)? Are differing conclusions drawn from the written word? I think the categorising and governance of a knowledge type system would be crucial for this to succeed to a useful level but not relied upon, "Rule of thumb guide" in decision making!
Kristaan Davis
Tuesday 26th August 2008, 9:04pm
Hi Paul, This is quite an intersting article about capturing tacit knowledge and has reaffirmed my position that knowldge is difficult to acquire. However, one thing this article doesnt discuss is how the organisational culture can play an important role in acquiring knowledge and i think that this is quite an improtant point, however, it does look like a bit of sales special for CRM. What's your veiw.
