Winning the Moments of Truth

November 2006
CRM Magazine;Nov2006, Vol. 10 Issue 11, Special section p5
Trade Publication
This article explores the use of knowledge management (KM) in the branding efforts of business-to-consumer companies. The emergence of new media channels and expanded service and loyalty initiatives have an effect on a company's risk of exposure. The pitfalls of using Web self-service initiatives are discussed, as well as the key features of Astute Solutions' RealDialogâ„¢ KM solution.


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