Traditional knowledge management programs focus on distilling knowledge into systems of record, which end up being underutilized for a number of reasons, chief among them because they cannot contain the long tail of knowledge. Conversely, nowhere are successful KM programs as impactful as where they intersect the customer experience — from customer support to sales to marketing and product development. In customer service and support, KM initiatives often focus on connecting the knowledge base with the CRM system.
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4 Ways to Embrace Crowdsourced Knowledge
Posted by: Diane Berry May 2, 2014 10:05 AMTraditional knowledge management programs focus on distilling knowledge into systems of record, which end up being underutilized for a number of reasons, chief among them because they cannot contain the long tail of knowledge. Conversely, nowhere are successful KM programs as impactful as where they intersect the customer experience — from customer support to sales to marketing and product development. In customer service and support, KM initiatives often focus on connecting the knowledge base with the CRM system.