Destination CRM: What Knowledge Management Isn’tDestination CRM: What Knowledge Management Isn't
A catchy title, but the article is really about what KM is. And therefore we have yet another summary on current trends.
"When you put all this together--acquiring, retrieving, adapting--it becomes clear that through knowledge management, support organizations can answer questions and resolve problems using, reusing, and adding to, information that exists all over the company, which in turn improves the bottom line."
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