Posted by Daan de Koning on April 20, 2000 at 07:50:39:

In Reply to: Is Knowledge management and ecommerce two sides of a coin? posted by Bjarne Rugelsjøen on April 19, 2000 at 04:51:07:

Hi Bjarne,

Martyn & Reilly, and to some extent Kees, have made the differences between KM & e-commerce clear. And indeed, I agree that KM & E-commerce are not similar, but (can be) complementary. (the same side of two different coins)

In situations where E-commerce is perceived as 'just' adding a new channel (i.e. internet) to already existing sales channels, a company need not worry about KM-related issues.

BUT.....

If a company not only wants to 'just' add a new channel (with mostly sales taken away from other channels), but uses E-commerce to fundamentally rethink its relationship with its customers.

AND....

If the result of this re-thinking is that this company wants to KNOW and UNDERSTAND its customers, in order to be able to customize its product and service portfolio to the needs of each and every individual customer.....

THEN....

such a company is wise to improve on its management of her knowledge workers, as well as its investment in new technologies for new channels.

Any E-commerce initiative aimed at improved total customer relations, NEEDS to invest (=more coins) in its Knowledge Management alongside, in order to be succesful. For it is people (i.e. knowledge workers) that can succesfully improve relationships. Sometimes these people are supported by new technologies (e.g. internet/E-commerce).

Regards,
Daan de Koning

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Follow Ups:

• Re: KM & E-commerce: can, need, must go together, or not? Andy Swarbrick 11:31:28 07/18/00 (0)
• Re: KM & E-commerce: can, need, must go together, or not? Kees de Vos 08:07:35 04/20/00 (0)

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