TITLE

The role of Knowledge Management in CRM

AUTHOR(S)
Fernekees, Bon
PUB. DATE
November 2006
SOURCE
CRM Magazine;Nov2006, Vol. 10 Issue 11, Special section p2
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
This article focuses on knowledge management (KM) and its role in customer relationship management (CRM). The emergence of KM in the 1990s is discussed, as well the reason behind the failure of several KM initiatives. KM investments have been matched against traditional metrics such as call-handle times, reduction in repeat contacts and problem escalations. The benefit of a well-constructed KM solution to a company's CRM process is discussed.
ACCESSION #
23004573

 

Share

Read the Article

Courtesy of THE LIBRARY OF VIRGINIA

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics