KM in eBusiness & CRM: South African case study findings

1. KM in eBusiness & CRM:South African case study findings 指導教授：歐陽超 組員： M9401002 鄭瓊華 M9401003 王怡文 M9401005 徐巧蓉 M9401105 張皋維

2. Outlet • Abstract • Introduction • Definitions • Role of KM in eBusiness and CRM • South African Case Study Findings • Conclusions

3. Abstract • A prerequisite for eBusiness and its increasing customer centric focus. • KM systems are now essential to ensure that value is extracted from knowledge internal and external to the organization. • An integral part of CRM and eBusiness.

4. Introduction • eBusiness is the buzzword of the new millennium. • eBusiness has positioned itself to lead the world into a new era, presenting virtually unlimited opportunities. • Organizations have made the shift from traditional business rules to the rules of the new economy.

5. Introduction (Con’t) • The drivers of competitive advantage in the new economy. • This article aims to define the role of KM in eBusiness and CRM.

6. Definitions of KM

7. Definitions of KM - Author • A planned, structured approach to manage the creation, sharing, harvesting and leveraging of knowledge as an organizational asset. • Enhance a company’s ability, speed and effectiveness in delivering products or services for the benefit of clients, in line with its business strategy.

8. Definitions of eBusiness

9. Definitions of eBusiness - Author • eBusiness is broader than eCommerce. • eBusiness is about conducting business electronically over the Internet.

10. Definitions of CRM

11. Customer Knowledge (CRM) Regulatory Environment Knowledge Product Knowledge ServiceKnowledge Methods & Process Knowledge Competitor Knowledge Industry Knowledge Definitions of CRM - Author KMSystem

12. 7 1 Lack of knowledge sharing culture Lack of leadership 8 2 Lack of training Lack of buy-in from all levels in the organization 9 3 Lack of enabling technologies Lack of KM strategy Lack of KM processes 4 10 Inadequate management of knowledge on different levels 11 5 Lack of understanding of the value proposition of KM Lack of shared understanding of the concept of KM 12 6 Lack of KM skills Diverse languages used in one environment KM Barriers

13. Role of KM in eBusiness Environment • Acts as change agent. • Ensures the availability and accessibility of knowledge on the issues strategic to the business. • More complex than traditional bricks and mortar businesses.

14. Role of KM in eBusiness Environment (Con’t) • Increases organizational agility. • Increases eBusinesses’ efficiency. • Integration between disparate groups or departments within an eBusiness.

15. Role of KM in eBusiness Environment (Con’t) • Wind up with a widening customer and supplier base. KM Lifecycle Leveraging Creation Harvesting Sharing

16. Role of KM in eBusiness Environment (Con’t) • Facilitates transparency in terms of the availability of knowledge. • Collaboration is becoming increasingly prevalent. • Fosters a culture of innovation and creativity.

17. Role of KM in eBusiness Environment (Con’t) • Creates a self-learning environment. • Provides the structure, tools and processes to provide one single interface with multiple business partners.

18. Role of KM in CRM Environment • Creating a ‘‘market of one’’. • KM provides the tools, processes and platforms for staff to share knowledge on customers. • Facilitates transparency in geographically dispersed organizations in terms of the availability of knowledge.

19. Strengths Weaknesses Financial Services • KM efficiency improvements • KM as integration and change agent • Role of KM in strategic organizational direction • Knowledge attrition • KM in the learning environment / link to innovation • Pooling of expertise IT • KM efficiency improvements • KM increases organizational agility • Role of KM strategic organizational direction • Knowledge attrition • Virtual communities and knowledge sharing • Pooling of expertise Professional Services • KM efficiency improvements • KM overcomes increased knowledge base and organizational complexity • Role of KM in adoption of the eBusiness model • Knowledge attrition • Virtual communities and knowledge sharing • KM in the learning environment / link to innovation Telecoms • KM efficiency improvements • KM increases organizational agility • Role of KM strategic organizational direction • Knowledge attrition • Virtual communities and knowledge sharing • Role of KM in adoption of the eBusiness model Strengths and weaknesses of KM in the eBusiness and CRM environment in selected South African industries. (Fig. 4)

20. South African Case Study Findings Understanding of the value proposition of KM and how KM integrates with the business Technology Labour market Limited implementation scale

21. South African Case Study Findings (Con’t) Literacy levels and language differences ‘‘Knowledge is power’’ syndrome Limited KM specialists Limited eBusiness implementation in South Africa

22. The KM value proposition with reference to eBusiness and CRM is not very different than the generic value proposition of KM. Account when designing, implementing and managing KM programs. An awareness and education of KM specialists need to take place. Conclusions KM

23. Thanks for your attention !