D.T. Murphy & Company

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Whitepaper: The Challenge of Knowledge Transfer in the New World of Outsourcing and Offshore CRM

by D.T. Murphy & CompanyJan 01, 2008

This paper from D.T. Murphy & Company describes that knowledge transfer has always been a challenge. End-users must be taught the requisite skills and knowledge so that they wield the new tool set. Management must be taught how to leverage the new technology to make better informed business decisions. System Administrators must acquire the necessary knowledge to support the new technology. It is this third category of Knowledge Transfer that is the focus of this paper - the transfer of knowledge from the solution development team to the support team that will take ownership and administer the system in the post-go-live state.