CRM Automation

What Is Knowledge Management?

What is knowledge management and why is important for CRM? There are many definitions, but essentially knowledge management technology helps companies to capture, organize, manipulate, and share explicit and implicit data.

In CRM systems, knowledge management adds the ability to learn from each customer interaction. In CRM, information can be turned into actionable knowledge which can be made available to employees for customer profiling and personalization, or to the actual customer for self-servicing. Over the past few years, knowledge management technology developments have propelled the use of customer self-service, which enhances customer retention rates while driving down customer service costs.

Driving the ...