services but also to describe large, sophisticated corporate
accounts that purchase complex products and services.- F. J. Gouillart and F. D. Sturdivant, “Spend a Day in the Life
of Your Customer,” Harvard Business Review,Jan. 1, 1994,
pp. 116–121. - Interview with Mike Mulica, May 2002.
- K. Kushner, One Arrow, One Life(Boston: Tuttle, 2000), p. 62.
- http://www.quotedb.com/quotes/459.
- N. Machiavelli, The Prince(New York: Bantam Books, 1984),
p. 19.
Chapter Twenty-One, “Making Knowledge Move”- D. Sullivan, “Converging Technologies: Data Warehousing
and Knowledge Management,” e-Business Advisor,Nov. 1998,
p. 20. - When NASA discovered that 60 percent of aerospace workers
were slated to reach retirement age in the next few years, it
needed to find a way to capture knowledge from exiting work-
ers and make it available to remaining and future workers. See
T. George, “E-Learning Helps Companies Capture the Knowl-
edge of Retiring Employees and Gain Competitive Edge,”
InformationWeek,Mar. 2003, p. 930. - B. P. Sunoo, “How HR Supports Knowledge Sharing,” Work-
force,Mar. 1999, pp. 30–34. - See, for example, Y. Harari, “Manage the ‘Other Half” of Your
Knowledge,” KMWorld,Oct. 2002 (special supplement), pp.
10, 11; S. Wasserman and K. Faust, Social Network Analysis:
Methods and Applications(Cambridge: Cambridge University
Press, 1994); and D. Cohen and L. Prusak, In Good Company
(Boston: Harvard Business School Press, 2001). - E. Wenger, R. McDermott, and W. M. Snyder, Cultivating
Communities of Practice (Boston: Harvard Business School
Press, 2002), p. 7. - Ibid., p. 4.
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