customer service
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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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Because You Need to Know
Because You Need to Know – John Antill
Good knowledge management is good customer service with John Antill.
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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…
