Purpose – The purpose of this paper is to present the business problems found in a fast growing European network security software company, define knowledge management (KM) initiatives that were implemented to solve these business problems and outline the necessary factors that made the implementation of these initiatives successful. The main driver behind implementing KM was to improve the various aspects of customer service. Design/methodology/approach – Case study conducted over a period of three years by one of the management personnels. Findings – The paper finds that when a company has a well‐defined KM strategy aligned with its business strategy, when it takes into consideration the three pillars of KM (people, technology and processes), when it not only focuses on a codification approach but also on socialization approaches and when leadership is present to support, motivate and involve people, a KM initiative can be easily implemented and can generate significant benefits. Practical implications – This case study could be used as an example on how a fast‐growing company implemented a set of simple KM initiatives to support their core business processes, mainly associated with customer service, and obtained significants benefits out of it. Originality/value – Demonstrates theory in action/practice.
VINE – Emerald Publishing
Published: Jun 20, 2008
Keywords: Knowledge management; Communication technologies; Customer service management
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