Knowledge Management for All

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Bienvenue sur le CMS du cours de Knowledge Management de

le octobre 12, 2011

cours de knowledge management

Ce site appartient au cours de knowledge Management.
L’ensemble du cours est disponible sur

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Students are encouraged to register on each of these social networks: Facebook, Twitter and LinkedIn in order to understand the course with more accuracy.


  • Students will understand why the economy increasingly moves towards a knowledge based economy, and get the ability to manage knowledge becomes a matter of competitive survival.


  • This course examines the impact of Knowledge Management and the continuously growing use of the Internet on traditional methods of collaboration and knowledge sharing. It aims at presenting the related business functions which enable and support them. It explores the existing and potential future uses of the Internet for the management of knowledge across a range of product categories.
  • It also investigates the use and utility of the Internet on both sides:
    • as a strategy for business,
    • as a medium to increase effectiveness, efficiency, and competitiveness,
    • as a technique across a range of different kinds of missions which influence how businesses operate today.


  • The aim of this lecture is to enable students to investigate, contextualize, and critically evaluate the application of Internet technologies in CRM and strategy.
  • The lecture will draw from theory and current practice across a wide range of e-marketing contexts to enhance awareness of the theory and practice of KM.
  • The course will prepare students for the opportunities and challenges of CRM by introducing them to a variety of areas covering the CRM landscape.
  • The course also aims to develop understanding of the processes of value creation and the performance metrics used to evaluate the effectiveness of digital strategies.

    Intended Learning Outcomes:

  • Demonstrate knowledge and understanding of key features around the CRM landscape and issues in CRM contexts.
  • Demonstrate knowledge and understanding of CRM strategies including research, consumer behaviour, and market segmentation issues.
  • Demonstrate knowledge and understanding of the CRM planning process including frameworks, implementation, and evaluation
  • Demonstrate comprehensive understanding of all aspects of CRM management through the construction of a CRM plan appropriate to a business scenario.
  • Critically apply theories by evaluating marketing plan in the context of implementation and performance metrics.

    Question for marketers

  • How can the Internet be used to support the different stages of the customer lifecycle?
  • How do I implement permission marketing?
  • What do personalization and mass customization mean and how should I apply them in my marketing?


    Knowledge management, Intellectual Capital management, User Generated Content, managerial needs, intangible assets, case study.

  • Programming

    1. Introduction to knowledge management
    2. The nature of knowing
    3. Intellectual capital
    4. Strategic management perspectives
    5. Organisational learning
    6. The learning organisation
    7. Knowledge management tools: component technologies
    8. Knowledge management systems
    9. Enabling knowledge contexts and networks
    10. Implementing knowledge management

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