Management of customer and project knowledge: solutions and experience at SAP

The following article describes how project knowledge can contribute to an improved relationship with the customer, looking at two related projects at the software company SAP. The first project focuses on the global utilization of project information and an early reaction to possible project risk escalations. The emphasis of the second project is on gaining previously undocumented knowledge from project experience, making it accessible to employees through role-specific portals and subsequently to customers and partners. Copyright © 2001 John Wiley & Sons, Ltd.