Gartner Research

Understanding the Knowledge Management Vendor Landscape for CRM Customer Service

Published: 29 August 2014

ID: G00263396

Analyst(s): Michael Maoz

Summary

Knowledge management (KM) for CRM in general and customer service and support in particular is not a software market. KM technologies support a range of knowledge requirements. We analyze the landscape of providers that support a KM project for customer service.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • For IT Leaders and Heads of Operations Supporting CRM Customer Service Organizations, Create a Map of the Customer Engagement Channels and Processes Where Knowledge Will Be Created and Consumed
  • For IT Leaders, Decide What Is More Highly Valued: a Suite of Customer Support Products With Knowledge at the Core or Stand-Alone Products That May Also Be Best-of-Breed for KM
  • Put in Place a Strong KM Discipline for CSS; Otherwise, the Possibility Shrinks for Successfully Developing Mechanisms to Capture, Create, Deliver, Distribute and Analyze Knowledge for/to the Right Channels and People

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