An Evaluation of Customer-Centric Benefits Associated with Knowledge Management

Growing concern over the state of Knowledge Management (KM) in the Czech Republic has compelled both researchers and practitioners to document current trends. Our study in particular demonstrates that there is a growing awareness to promote KM as the appropriate vehicle to enhance and increase competitiveness and profitability no matter to what specific industry the enterprises may belong. Through KM adoption, the organisation develops a more customer-concentrated approach that sequentially increases internal efficiencies. Research in this area continues. It aspires to provide KM managers with the appropriate tools leading to successful KM implementation especially within the Czech Republic. This chapter analyses existing KM benefits and monitoring methods, and also explores a modified Cost-Benefit Analysis method focused on KM projects. It centres the customer and the general market environment as knowledge sources used to evaluate the appropriateness of a KM project.