The Importance of Tactic Knowledge Capture

Jean-Claude: I think it hits on two really important keys that a lot of organizations actually miss when it comes to knowledge management efforts or transformations. The one is what you basically described as a journey map, right? And then your second point there is what we call key moments of knowledge capture. When somebody made a sale, seize that moment when something that tacit knowledge is fresh in their head and ask them very pointed questions.

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