Approaching introspectively at knowledge and learning management results in putting you in blinders and does not allow organizations to completely allow you to realize the advantages of their knowledge and learning management initiatives and solutions. The Google platform has revolutionized and embedded into our everyday vocabulary. Even the young children of the older generation know that whenever they need any help all they have to do is just Google it’: this is the same that the customers are thinking when they have a question or query about your business. 

There are four external perspectives that you should be considering about Knowledge Management (KM) for your customers and external audiences:

1. Customer Relationship Management

You can’t fully master Customer Relationship Management (CRM) without KM. CRM and KM both point up the allotment of resources to business supportive activities in order to obtain competitive advantages. Once CRM and KM were entirely different disciplines, with different objectives to meet and different roles to perform. As time passes by, it becomes evident that both have the same goal and both need to synergize in order to deliver continuous improvement to business clients. IN Today’s competitive environment CRM and KM have become key strategic tools for all company’s cut-throat competition. 

Knowledge management is a way of thinking for both employees and managers. More than selling products and services, Knowledge Management Systems are used for creating and maintaining customer relationships also to access product or service information and knowledge. The fact is that knowledge management is a vital success factor in long-term customer relationship management.  

2. Customer Service

There are a lot of ways in which good Knowledge Management can improve your customer service. This includes greater consistency in terms of getting better-educated customers, getting faster accurate answers; reducing transfers, hold times, and callbacks for customers and decreasing training costs. Web self-service was the common communication channel used for customer service. By giving your customers access to grand KM content, you are truly empowering them to serve themselves. Knowledge management reduces the cost of customer service; increases compliance to regulatory and/or company policies; and increases revenue and increasing customer satisfaction.

3. Customer Experience

Customers expect their questions to be understood and to answer to resolve their issues—and they expect it with a certain level of immediacy. KM is beneficial for both your contact representatives and customers as accurate answers can be made available at the click of a button, increasing your insights customer understanding and while minimizing the cost of training customer care representatives.

4. Customer Satisfaction

A good customer relationship, great service through Knowledge Management all steer to customer satisfaction. Knowledge management also boosts customer satisfaction through self-service capabilities. A personal account information and FAQ page can be included on a website, thus eliminating the need to speak directly with an agent, helping customers get the answers they want, fast.

Arrowhead Technologies Private Limited design and delivers tailor-made Knowledge Management systems for various domains. Understanding that a dynamic world requires dynamic technology, Arrowhead offers solutions that are extensible and highly configurable by nature. With deep industry experience in systems integration and software, the implementation provides excellent support to clients that pay off in the long run. 

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