Knowledge provides a major competitive advantage. Keeping track of knowledge is particularly hard for global accounts, given the geographic nature of this beast. Having larger and more geographically spread out accounts means having more and geographically spread out knowledge about these accounts. So the global demands of the accounts increase the necessity for global knowledge management capabilities. This chapter discusses the use of information management systems, the use of customer relationship management (CRM) systems and other knowledge management tools in global customer management (GCM) situations.
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