The dilemmas of managing knowledge

Sharing knowledge with customers can emancipate them to the point where they don't need the service any more.

The Dilemmas of Managing Knowledge

Teaching customers to be smarter and more financially independent, the strategy followed by broker Charles Schwab, runs the risk of emancipating them so that they no longer need brokerage services.  Central to the 'knowledge economy' is the idea that a company's knowledge must be more widely shared with customers, staff and suppliers.  This presents dilemmas.  The author gives his insights into how they might be resolved.

Charles Hampden-Turner

Why does knowledge management have a seductive ring for academics and consultants? Is it because it is what we have been doing all along? Is it because...

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