Toronto-based Mercedes-Benz, Canada, with a network of 55 dealers, did not know enough about the customers. Dealers provided customer data to the company on an ad hoc basis. Mercedes did not force dealers to report this information. There was no real incentive for dealers to share information with the company.
1. How could CRM and PRM systems solve this problem?
2. What is the role of knowledge management and knowledge management programs?
a. Define knowledge management and explain its value to businesses
b. Describe the important dimensions of knowledge.
c. Distinguish between data, knowledge, and wisdom and between tacit knowledge and explicit knowledge.
d. Describe the stages in the knowledge management value chain.
3. What types of systems are used for enterprise-wide knowledge management and how do they provide value for businesses?
a. Define and describe the various types of enterprise-wide knowledge management systems and how they provide value for businesses.
b. Describe the role of the following in facilitating knowledge management portals, wikis, social bookmarking, and learning management systems.