With so much CRM now entirely based on software, this tends to fall on IT staff with the view that getting this information is a database and knowledge capture problem.

FORBES: Building Social Collaboration Into CRM With Customers And Within The Organization

However, the greater part of knowledge capture and management in businesses these days are spent on trying to capture and turn into assets what we colloquially refer to as best practices.

FORBES: Shifting The Imperative From Knowledge Management To Expertise Management

Then create the culture and processes to put the knowledge you capture back into your next mission, at Mach speed.

FORBES: What a Fighter Pilot Knows About Business: The OODA Loop