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Research Report

Knowledge Management: Define, Apply, Evolve

Creating and retaining knowledge enterprise-wide is crucial to sustaining a competitive advantage.

When knowledge management is executed properly, companies flourish, as employees openly share information with one another, eventually providing it to customers for self-service. When implemented poorly, companies find themselves sinking endless funds into programs leaving employees and customers frustrated. And if mismanaged for too long, organizations with a central knowledge hub once considered innovative become seen as mediocre, struggling to manage stale content and toxic workplace culture.

In this report, TSIA:

  • Explores the definition of knowledge management
  • Reviews how its use case has evolved to benefit non-traditional groups
  • Shows how organizations stack up against one another using the Knowledge Management Maturity Model
Knowledge management remains one of TSIA’s top inquiry topics, as organizations wrestle with the challenges of justifying ROI for not only initial investments, but future as well. Based on countless conversations with TSIA members and partners, and thousands of survey data points, TSIA Research recommends companies refocus on their people, process, and technology, in addition to adopting pre- and post-implementation best practices identified in pacesetter organizations.

Authored By:

Omar Fdawi

Senior Research Associate, Enterprise Technology, TSIA

Publish Date: January 13, 2020

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