Jennifer Klyse on KM in law firms:

In IT is All About Relationships, Alastair Trower examines the implications of customer relationship management for law firms.

I took a look at the underlying article and was struck, as usual, by this sentence:

CRM is a complex dynamic that relies equally on people, processes and technology. Like a three-legged stool, if more emphasis is placed on technology than people or processes, the solution is bound to fail.

Exactly. I like the three-legged stool analogy. I keep saying that have the KM battle is social. The processes piece is important too. Must remember this.