Published: 06 March 2014
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.
Included in Full Research
- 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