This is all academic. Very boring. A review of KM literature rather than anything useful.
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My word, this is tedious. And repetitive.
It does contain information and good stuff on all that it says it does but is ponderous, over-engineered and stuffy. Little of this book is specific to CRM
If you're not that bothered about every assertion - even the most banal truism - being referenced to the nth degree and prefer not be bibilographised over the head then buy another book.
Reads more like somebody's dissertation than a book that you would pay money for.
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great book on Systems Integration
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The book illucidates the neglected soft issues in the systems integration implementaion process and highlights the use of hollistic process mapping approach including mapping the human activity and soft issues.
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Canada