Customer KM
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Success factors and challenges for customer knowledge management (CKM) in service-related sectors
Service sectors include banking, telecommunications, hospitality, contact and call centers, and e-commerce.
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What do we know about customer knowledge management, and what more do we need to know?
Antecedents, consequences, and moderators of customer KM, suggested avenues for future research, and some definitional issues.
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Twelve tools to integrate with knowledge management practices for better customer experiences
KM practice tools to establish new relationships with your 3 overarching customer avatars: Compliers, Begrudgers, and Toddlers.
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Because You Need to Know – Aprill Allen
Aprill Allen details Knowledge Centered Services (KCS) and how knowledge is flowing to customers and clients with proficiency and speed.
