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.
Knowledge Management
Will Transform CRM Customer Service
Michael Maoz
Mar 2014
CIOs can reduce customer support costs by 25% or more when a proper KM discipline is in place.
Are Two Calls Too Many in the Eyes of the Customer?
Carlisle & Gallagher
Dec 2013
Unresolved customer concerns can lead to less business and customer loss in 63% of cases.
Forrester Top 15 Trends For Customer Service in 2013
Kate Leggett
Jan 2013
Knowledge Management Is Becoming The Jewel In The Customer Service Crown.
Optimizing Customer Service
through Knowledge Management
Accenture
2012
The Social Economy: Unlocking value and productivity through
social technologies
Michael Chui et al
July 2012