how their expertise can help companies do a better job in this area.
To explore how firms use their KM capabilities to learn more about customers and how they leverage this knowledge to produce value, the authors convened a focus group of practicing knowledge managers from organizations in a number of different industries. In preparation, participants were asked to focus on how their KM function uses knowledge to enhance their firm’s customer relationships. They were asked to select a specific project where KM was involved in some aspect of customer knowledge management and to address the following questions:
• How did KM work with other parts of the business?
• What aspects of customer knowledge management were involved?
• Did you use CRM software? If so, how did you integrate this technology with the softer
parts of customer knowledge management?
• What were you trying to accomplish for your organization? For your customers?