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Return on Knowledge: Measuring the Business Benefits of Knowledge Management for Customer Support


Customer service for B2B is challenging: products and services can be complex and the knowledge needed to solve customer problems is often fragmented throughout an organization. But effective knowledge management empowers customer service reps – and even customers themselves – while providing measurable benefits to your business. It enables quick, accurate and consistent customer solutions. This brief explores 20 metrics that measure those benefits – in other words, your “return on knowledge.”

Tags : return on knowledge, knowledge management, rightanswers, knowledge, measuring business benefits, crm, customer relationship management, crm
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Published:  Sep 11, 2013
Length:  10
Type:  White Paper