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Measuring Intangibles: The ROI of Knowledge Management

Organizations today are facing an increasingly elusive challenge: how to effectively manage intangible assets that are, by their very nature, challenging to manage. Understanding how to measure intangible assets can help make managing them easier.

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Such was the case with a large equipment manufacturer. Executives had invested in a companywide, Internet-based knowledge management system because creating a greater exchange of knowledge across the business was viewed as central to the manufacturer&

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