BNET Business Dictionary
Business Definition for: Customer Knowledge Management
- the acquisition and use of customer-related knowledge to create value for both the organization and the purchasers of its products and services. Customer knowledge management is a form of knowledge management which focuses on the human aspects of customer knowledge acquired through direct interaction with the customer as well as quantitative transactional data. Some writers restrict the concept to the use of knowledge residing in, or acquired from, customers as opposed to information about customers collected by customer relationship management systems. Interactive technologies, conversations with customers and user groups may be used to create knowledge-sharing and partnership between the organization and its customers.
Additional Resources
- Knowledge Management for Customer Service Ingredients for Success
- 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. In this paper, the author discusses the ingredients of success as it relates to knowledge management...
- White papers 2004-03-18
- AUDI Licenses Hyperwave's Collaborative Knowledge Management System
- Business Editors BOSTON--BUSINESS WIRE--Dec. 17, 2001 eKnowledge Infrastructure Enables AUDI Employees to Answer Customer Queries Using Comprehensive Knowledge Database Hyperwave Information Management, Inc. today announced that AUDI has licensed its eKnowledge Infrastructure collaborative knowledge management system for the AUDI AG Customer Care Centre. As a...
- Research articles 2001-12-17
- What Knowledge Management Isn't
- People often equate knowledge management with other information systems or processes, such as CRM, document management, content management, or sales force automation. But, simply putting knowledge management is really about retrieving, acquiring, and adapting corporate knowledge. Hence, it becomes very essential for the knowledge management to be successful. Four best...
- White papers 2003-07-21
- Thrivent Financial Selects eGain's Case and Knowledge Management Solutions to Improve Customer Experience
- eGain Communications Corporation (OTC BB: EGAN), a leading provider of customer service and contact center software, announced today that Thrivent Financial for Lutherans has chosen eGain's solutions for case and knowledge management to improve customer experience, boost contact center performance, and optimize customer interactions across the enterprise. Thrivent Financial will...
- Research articles 2005-06-09
- Knowledge Management, CKO, And CKM : The Keys To Competitive Advantage
- To compete well in the emerging economy, it is imperative that firms improve the effectiveness of their knowledge processes. Knowledge management, the chief knowledge officer, and the certified knowledge manager are the tools. Article discusses these tools and enumerates a story where knowledge management saves lives, it highlights the use...
- White papers 2001-01-01
- Knowledge Management: From Nebulous to Necessary for Customer Service
- Customer Relationship Management CRM solutions have been widely accepted by global enterprises seeking to improve customer satisfaction and retention. But it takes more than just technology to maintain customer relationships. It takes improved business processes and a method for providing customers with the information that they demand in an efficient...
- White papers 2003-04-01
- "It's Easier to Ask Someone I Know": Call Center Technicians' Adoption of Knowledge Management Tools
- This paper traces the early implementation phase of a set of knowledge management tools in four customer call support centers within a multinational corporation. Through a case study analysis, this paper addresses two fundamental issues. First, the paper investigates how the organization keeps a new type of knowledge worker -...
- White papers 2004-04-01
- Knowledge Processes in Enterprises and the Role of Knowledge Management Solutions
- This paper discusses the information technologies that support the knowledge management processes in enterprises. Knowledge processes are differentiated from operational business processes and their role in enterprise management is identified. Commercial software tools are surveyed based on their roles in the process of creating, sharing and using knowledge. The role...
- White papers 2004-06-30
- Adoption of Customer Relationship Management (CRM) Solutions as an Effective Knowledge Management (KM) Tool: A Systems Value Diagnostic
- With Knowledge Management KM expertise widely recognised as having a significant impact on business performance, organisations are now eagerly leveraging from the competitive advantage offered by KM tools to enhance customer relationships. In recent years, the adoption of Customer Relationship Management CRM solutions has fast become prevalent in sectors such...
- White papers 2005-02-01
- Why You Need a Personal Knowledge-Management Strategy
- The goal of knowledge work is to create the unique deliverable appropriate to a particular customer and context, not to reproduce the same deliverable one created the last time. Knowledge management is about making it easier to create that deliverable by taking better advantage of what has been done before....
- White papers 2005-05-24
- Knowledge Management in Acquisition and Program Management - KM in the AM and PM - Tutorial
- Knowledge Management KM applies management principles to the knowledge life cycle cradle to grave. Both Acquisition and Program Management AM and PM utilize some KM principles (e.g., lessons learned) for some time, but there are additional KM opportunities available to improve efficiency, effectiveness, and customer satisfaction. ********** There...
- Research articles 2002-01-01
- Marketing Knowledge Management in Strategic Adoption of a CRM Solutions: Global Supports and Applications in Europe
- From the beginning of the 1990s, the business world has been talking about Knowledge Management KM. Information Technologies network technologies and local databases have provided new tools to better perform the activity of using codify and store and sharing knowledge modern Knowledge Management System. Technology can help to enable greater...
- White papers 2005-01-28
- Better Customer Service Via Knowledge Management
- Amidst the sizeable investments companies are making in CRM systems, knowledge management systems, workforce management software and other technologies in the quest to deliver superior customer service and support, there's some irony that shouting over the wall of the cubicle, calling around the organization or e-mailing others for assistance is...
- White papers 2002-05-01
- Delphi Group Research Identifies Leading Business Applications of Knowledge Management
- SAN DIEGO--BUSINESS WIRE--March 29, 1999--Delphi's International Knowledge Management Summit Delphi Group research shows collaborative, intranet, intellectual asset and customer relationship applications at the top of organizations' knowledge management priority lists New research from The Delphi Group indicates that improving the effectiveness of collaborative work is today's...
- Research articles 1999-03-29
- Vanderbilt University Medical Center Selects ServiceWare's Knowledge Management Solutions - ServiceWare's Self-Learning Search Technology, MindSync, a Key Differentiator
- Business Editors, High Tech Writers PRINCETON, N.J.--BUSINESS WIRE--April 10, 2002 ServiceWare Technologies, Inc. (Nasdaq:SVCW), a leading provider of Web-based knowledge management solutions for customer service and support, today announced that Vanderbilt University Medical Center has selected eService SuiteTM for its knowledge management initiatives. eService Suite is an...
- Research articles 2002-04-10
- Using Analytics To Drive Knowledge Management For Better CRM
- When applied to knowledge management, analytics helps companies better understand customer needs and preferences to identify recurring patterns. Analytics helps - allowing companies to deepen their relationships with existing customers through personalized communication; identify most profitable customers and optimize cross-selling and upselling possibilities; and maximize customer loyalty so that if...
- White papers 2003-04-01
- Endymion Systems, Inc. Acquires ZNOW Knowledge Management (ZKN) Software Products Company
- Endymion Systems, Inc., Endymion, a leading information technology consulting company with regional offices throughout the United States, announced today that it has expanded its Web-based enterprise content management service offerings by acquiring ZNOW, Inc., a developer of knowledge management software for e-business applications.ZKN 1.0 ZNOW Knowledge Navigator is search engine...
- Research articles 1970-01-01
- Stellent-Powered QAS Intranet Wins 2005 Information Management Award; Intranet Voted ''Best Knowledge Management'' Implementation by Judges
- LONDON -- Stellent, Ltd., the London-based subsidiary of Stellent, Inc. (Nasdaq:STEL), a global provider of content management solutions, announced today its customer QAS, an ExperianR company, has earned a top industry accolade for knowledge management at this year's prestigious Information Management Awards. The Stellent-powered QAS intranet - known inside the...
- Research articles 2006-01-04
- Black Sun appoints Knowledge Management Director; Richard Dixon joins from O2.
- M2 PRESSWIRE-27 January 2003-Black Sun: Black Sun appoints Knowledge Management Director; Richard Dixon joins from O2C1994-2003 M2 COMMUNICATIONS LTD RDATE:01272003 Black Sun announces the appointment of Richard Dixon, formerly head of CRM at O2, as Knowledge Management Director. ...
- Research articles 2003-01-27
- Black Sun appoints Knowledge Management Director; Richard Dixon joins from O2.
- M2 PRESSWIRE-9 January 2003-Black Sun: Black Sun appoints Knowledge Management Director; Richard Dixon joins from O2C1994-2003 M2 COMMUNICATIONS LTD RDATE:01092003 Black Sun announces the appointment of Richard Dixon, formerly head of CRM at O2, as Knowledge Management Director. ...
- Research articles 2003-01-09
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