| Publisher | eGain Communications | ||
|---|---|---|---|
| Format | 489.6KB PDF, requires Acrobat Rdr 5 | Date added | 21 Aug 2002 |
| Topics | Customer Support Services, Knowledge Management, ROI - TCO | ||
| Downloads | 152 | ||
As enterprises increasingly use customer service to differentiate themselves, knowledge management has gained prominence as a strategic initiative. A key enabler, it allows businesses to use their knowledge assets to provide better customer service. This paper discusses the ingredients of success as it relates to knowledge management strategy, technology, people, and processes. Knowledge management as it applies to customer service is a proven approach to maximizing the business value of knowledge within an organization. Knowledge management initiatives, which are focused on meeting well-defined strategic objectives and are based on implementation best practices, provide significant and predictable ROI.
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