Leveraging The Customer Base: Creating Competitive Advantage Through Knowledge Management

Topics:
Account Management
Tags:
Business Intelligence,
Software,
Social Science Electronic Publishing Inc.,
Professional Services,
Management,
Knowledge Management,
Knowledge,
Enterprise Software,
Data Management,
Competitive Advantage,
...
Source:
Social Science Electronic Publishing

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Overview: From the executive summary: ‘Professional services firms generate and sell business solutions to their customers. In doing so, they can leverage the cumulative experience gained from serving their customer base to either reduce their variable costs or increase the quality of their products/services. In other words, their ‘production technology’ exhibits some form of increasing returns to scale. Growth and globalization coupled with recent advances in information technology, have led many of these firms to introduce sophisticated Knowledge Management (KM) systems in order to create sustainable competitive advantage. The paper examines how KM is likely to affect competition among such professional services firms.’

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Format: PDF | Size: 320KB | Date: Mar 2001 | Pages: 32

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