Abstract
The only true sustainable measure of value for a knowledge management (KM) solution is business impact – that is, how the solution helps to grow revenue, increase profit, ‘advance the mission’, satisfy customers, or improve business operations. A good KM solution or programme includes a plan for demonstrating business value – a practical measurement plan that recognizes the key solution stakeholders and tells the success story in a way that clearly demonstrates business impact. The goal of this article is to help identify and document these success stories using a practical approach based on real-world experience.
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