原帖由
Iven 於 2008-3-25 11
發表
Andy勾勾.
Excuse me, two questions...
Does your company have a KM or CMS system?
Do you know the difference between KM and CMS?
3Q咩力罵取...
KM - Knowledge Management ??
是這個的話, 沒有, 偶們用 word+excel+power point, 放在共享區...
CMS - Customer Management System?
也沒有, 用 ERP 裡面的模組來管理...
differences: KM 是知識管理, 屬於 archive 方面的知識辨別 (identify), 建立 (create), 呈報 (represent), 分享 (distribute), 管理與儲存, 就是成立一個資料庫將所有有用的資料資訊都存起來當作教育訓練交戰守則等等... CMS & KM 都是 BSS (Business Support System) 的一部份, CMS 用於客戶關係管理 CRM, Customer Relationship Management, 偶們是沒有用系統管理.. 都是跟客戶搏感情..
兩個系統功能都是收集資料, 分析跟訓練用途而已, 只是收集的資訊不同而已..
沒有的原因是: 營業額只有5億, 沒必要花那個錢.. 內部的 KM 也只有幾個人去看, ㄧ兩個人管理, 組織沒那麼龐大, 不必要建立系統..
其實建立系統是給龐大組織分享用的, 我們就這幾個人, 校長兼撞鐘.. 用系統反而產生其他問題.. 還要提供教育訓練就有點給他懶..
Knowledge Management (KM) programs are typically tied to organisational objectives such as improved performance, competitive advantage innovation, lessons learnt transfer (for example between projects) and the general development of collaborative practices. Knowledge Management is frequently linked to the idea of the
learning organisation although neither practice encompasses the other. Knowledge Management may be distinguished from Organisational Learning by a greater focus on specific knowledge assets and the development and cultivation of the channels through which knowledge flows
Customer relationship management (
CRM) is a customer-centric business strategy with the goal of maximizing profitability, revenue, and customer satisfaction.
[1] Technologies that support this business purpose include the capture, storage and analysis of customer, vendor, partner, and internal process information. Functions that support this business purpose include
sales,
marketing,
customer service,
training,
professional development, performance management,
human resource development, and
compensation. Technology to support CRM initiatives must be integrated as part of an overall customer-centric strategy. Many CRM initiatives have failed because implementation was limited to software installation without alignment to a customer-centric strategy.
[2]