Gartner Research

Knowledge Management Is Key to Your Customer Self-Service Strategy

Published: 27 October 2015

ID: G00292525

Analyst(s): Brian Manusama


Integrating knowledge management into customer self-service yields tangible and intangible benefits. Customer service leaders and IT leaders supporting customer services should position knowledge management as a priority in their customer self-service strategy.

Table Of Contents
  • Key Challenges
  • Defining Knowledge for Customer Self-Service


  • Identify the Value of Knowledge in Customer Self-Service Through Its Reusability and Findability
  • Dedicate Resources to the Management and Administration of Knowledge
  • Justify Knowledge Investments by Looking Into Both Tangible and Intangible Benefits

Case Study

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