 Executive's Guide to Knowledge Management: The Last Competitive Advantage
ISBN: 978-0-471-22925-4
Hardcover
256 pages
November 2002
US $39.95
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Preface.
Chapter 1: Infomentality.
Your Infomentality.
Intelligence-Gathering Mentality.
Elements of the Intelligence-Gathering Mentality.
Your Intelligence-Gathering Plan.
Fear Accepted Wisdom.
The Trap of Mundane Tasks.
Conclusion.
Chapter 2: InfoGoals.
Simple Information Request.
Understand the Source Information.
Synthesize the Data.
Disseminate the Knowledge.
Act on the Knowledge.
Update the Knowledge.
What Businesses Need.
Risks.
The Ultimate Goal.
Conclusion.
Chapter 3: Building Knowledge.
Choose Your Parameters Carefully.
The Knowledge Advantage.
The 10-Step Process for Building Useful Knowledge.
Information Basics.
Conclusion.
Chapter 4: Intelligence Gathering.
Why Information Gathering Is Important to Sales.
Information Gathering as a Basic Skill.
External Information Sources.
Opinions.
Aim of the Knowledge Management Program: Getting and Keeping New Clients.
Basic Elements of Successful Information Gathering.
What Does a Buyer Look For?
Why Does a Buyer Seek a Particular Product or Service?
When Does a Buyer Make Those Purchases?
How Does a Prospective Buyer Choose Among Sources?
Where Can You Find Contact Information?
Who Should You Speak With?
Conclusion.
Chapter 5: Competitor Information.
Your Competition: Colleagues or Enemies?
Gathering Information on Your Competitors.
Sources of Competitor Information.
What You Should Know About Your Competition.
Keep a Central Database.
Conclusion.
Chapter 6: Customer Relations.
What Constitutes Good Service?
What Do Customers Want?
Communication.
Surveys.
Exit Interviews.
Entry Interviews.
Information Sources.
Customer Base.
Competing Through Knowledge.
Misinformation.
Conclusion.
Chapter 7: Referral Source Information.
The Art of Networking.
The Right Knowledge.
Successful Relations with Information Sources.
Conclusion.
Chapter 8: Infoplan.
Why We Gather Information.
Why You Must Plan.
The Planning Process.
Why Information-Gathering Plans Fail.
Conclusion.
Conclusion.
The Future of Knowledge Management.
The Last Competitive Advantage.
Where to Find Additional Information.
Appendix A: Information Associations.
Appendix B: Sources of Information and Analyses.
Index.
Chapter 1: Infomentality.
Your Infomentality.
Intelligence-Gathering Mentality.
Elements of the Intelligence-Gathering Mentality.
Your Intelligence-Gathering Plan.
Fear Accepted Wisdom.
The Trap of Mundane Tasks.
Conclusion.
Chapter 2: InfoGoals.
Simple Information Request.
Understand the Source Information.
Synthesize the Data.
Disseminate the Knowledge.
Act on the Knowledge.
Update the Knowledge.
What Businesses Need.
Risks.
The Ultimate Goal.
Conclusion.
Chapter 3: Building Knowledge.
Choose Your Parameters Carefully.
The Knowledge Advantage.
The 10-Step Process for Building Useful Knowledge.
Information Basics.
Conclusion.
Chapter 4: Intelligence Gathering.
Why Information Gathering Is Important to Sales.
Information Gathering as a Basic Skill.
External Information Sources.
Opinions.
Aim of the Knowledge Management Program: Getting and Keeping New Clients.
Basic Elements of Successful Information Gathering.
What Does a Buyer Look For?
Why Does a Buyer Seek a Particular Product or Service?
When Does a Buyer Make Those Purchases?
How Does a Prospective Buyer Choose Among Sources?
Where Can You Find Contact Information?
Who Should You Speak With?
Conclusion.
Chapter 5: Competitor Information.
Your Competition: Colleagues or Enemies?
Gathering Information on Your Competitors.
Sources of Competitor Information.
What You Should Know About Your Competition.
Keep a Central Database.
Conclusion.
Chapter 6: Customer Relations.
What Constitutes Good Service?
What Do Customers Want?
Communication.
Surveys.
Exit Interviews.
Entry Interviews.
Information Sources.
Customer Base.
Competing Through Knowledge.
Misinformation.
Conclusion.
Chapter 7: Referral Source Information.
The Art of Networking.
The Right Knowledge.
Successful Relations with Information Sources.
Conclusion.
Chapter 8: Infoplan.
Why We Gather Information.
Why You Must Plan.
The Planning Process.
Why Information-Gathering Plans Fail.
Conclusion.
Conclusion.
The Future of Knowledge Management.
The Last Competitive Advantage.
Where to Find Additional Information.
Appendix A: Information Associations.
Appendix B: Sources of Information and Analyses.
Index.
