TITLE

Knowledge Management "Stand Out" Customer Service

PUB. DATE
November 2007
SOURCE
CRM Magazine;Nov2007, Vol. 11 Issue 11, Special section p5
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article focuses on tips in implementing knowledge management (KM) while maximizing return on investment (ROI). In assessing the ROI and maintenance of the knowledge base (KB) system, it is imperative that the metrics being used must be aligned with the business objectives. A team which can provide organization of the KB must be established. KB systems must avoid the Swiss cheese syndrome and maintenance of an adequate set of information must be ensured.
ACCESSION #
27376002

 

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