The essential guide to knowledge management e business and crm applications amrit tiwana on amazoncom free shipping on qualifying offers this guide is a briefing on knowledge management and customer relationship management for business decision makers and it professionals. The essential guide to knowledge management e business and crm applications upper saddle river nj prentice hall ptr 2000 type of article a handbook for introduction to km aim purpose of article the book introduces the concept of km and how it can be useful for e commerce and crm applications. This guide is a briefing on knowledge management and customer relationship management for business decision makers and it professionals the author explains in an accessible manner how to benefit from knowledge enabled customer centric crm technologies and offers a 7 step roadmap for implementation. Essential guide to knowledge management the e business and crm applications by amrit tiwana published dec 6 2000 by prentice hall . Because it is meant to explain the underlying ideas behind relationship management and e business applications of knowledge management to nontechnologists i assume no significant prior knowledge of e business or knowledge management