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Gartner: Knowledge Management Will Transform CRM Customer Service

Knowledge management can make or break your organization’s customer service. Not only can it impact productivity and profit, it can also affect customer and agent satisfaction.

But what exactly is knowledge management? According to Gartner, knowledge management is “a discipline that emphasizes an integrated approach to managing an enterprise’s knowledge assets: the information available to an enterprise about its “best practices,” critical business processes and operating environment.”

Proper knowledge management and self-service can help:

  • Reduce support costs
  • Improve your company’s ability to answer customer questions
  • Increase customer satisfaction

According to Gartner, “Improved delivery of contextual knowledge to an employee or customer reduces a provider’s time to answer by 20% to 80%, raising competency and satisfaction.” In this report, Gartner covers the impacts of good knowledge management as well as KM recommendations, such as how to focus on people and processes.

Download Gartner’s Knowledge Management Will Transform CRM Customer Service and learn how to create a knowledge management culture within your organization.

Knowledge Management Will Transform CRM Customer Service, M. Maoz, 9 November 2016.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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