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Much of this important information is locked in siloed systems within the technology stack. That information is fragmented, comes in many different formats, and is nearly impossible to correlate, rendering it not as useful as it could be.

CIOs can reduce customer support costs by 25% or more when a proper KM discipline is in place.

Unresolved customer concerns can lead to less business and customer loss in 63% of cases.

Knowledge Management Is Becoming The Jewel In The Customer Service Crown.

To improve the customer experience, it is critical for organizations to address these problems through an accurate, accessible and easy-to-maintain knowledge base.

Improved communication and collaboration through social technologies could raise the productivity of interaction workers by 20 to 25 percent