Gartner Research

Knowledge Management Will Transform CRM Customer Service

Published: 06 March 2014

ID: G00262617

Analyst(s): Michael Maoz

Summary

Knowledge management impacts efficiency, customer satisfaction and revenue growth, but is not a priority for the CIO. Poor KM is a dual curse, causing poor customer satisfaction and a drag on productivity. To build a KM strategy for customer service, CIOs should focus on people and processes.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • 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
  • CIOs can reduce customer support costs by 25% or more when a proper KM discipline is in place
  • Customer service organizations that use KM to support marketing and sales efforts build customer satisfaction and trust, as well as create a time window to deliver a message about a new product or service

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