customer experience
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Customer KM
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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Tools & methods
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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Decolonising knowledge & KM
The only market where knowledge exchange is part customer experience
More than 20 knowledge exchange pathways can be identified in every African mass food market.
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Because You Need to Know
Because You Need to Know – Sara Feldman
Content, customer engagement, CRM, and KCS with Sara Feldman.
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ABCs of KM
Why retailers should be sharing knowledge
Research finds that the most innovative stores were ones that had a good balance between knowledge flowing in and knowledge…
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Tools & methods
Knowledge Bird’s report on the top 5 enterprise support platforms and their pros & cons
The pros and cons of 5 knowledge-enabled enterprise support platforms, including Zendesk, Dixa + Elevio, Jira + Confluence, ServiceNow, and…
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ABCs of KM
What are the potential knowledge management (KM) disciplines in an interdisciplinary approach to KM?
A recent paper suggests that KM may successfully exist as a cluster of divergent schools of thought. These could potentially…
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Because You Need to Know
Because You Need to Know – Jim Mullins
Jim sees knowledge management as the true game changer for how services and support are provided for customers.
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Brain power
The polarity of online reviews
Research finds that many customer reviews are extreme and predominantly positive. The polarisation of reviews limits their usefulness and distorts…
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Brain power
Managers failing to grasp what their customers think
A recent study serves as a wake-up call for managers that customers aren’t happy with what they get, and that…
