Class 8

Explicit, tacit and embedded knowledge.

This was a very interesting topic and Doug made some points that I completely agree with. Tacit knowledge is the most valuable. In my previous profession, advertising/software sales, it was important to have some knowledge management, but considerably more important to have knowledge exchange. We used CRM systems to organize and manage client accounts, but this provided little benefit when you were in a meeting talking about your products/services and how they can benefit your customer. It was the experience you had at hundreds of client meetings that were the real selling points. When you can exchange, first hand, the knowledge you have gained through battles you've personally experienced you have a much more compelling point-of-view. Doug is right, these are the things that effect the ROI, both your clients' and your own.