Knowledge Management Systems

Internal corporate information systems focused on the acquisition, codification, and management of data and information within an organization. The best of these systems incentivize employees to input and share their experiences so that others can learn from these experiences and perform better. KM systems can also track customer behavior in fine detail allowing organizations to tailor the experience they provide their customers in terms of customization, personalization, and customer service.

Often, these systems offer no way to capture or manage true knowledge but are the basis for helping organizations collect and document customer behavior and organizational performance and history. These systems are almost always developed and deployed in technological terms and do not reflect the human-centered issues of behavior that make these systems easy to use or applicable to the customer experience.

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