|
|
Article: Choosing knowledge base management technology. (Customer Relationship Management).
- Article from:
- Customer Interaction Solutions
- Article date:
- May 1, 2002
- Author:
CopyrightCOPYRIGHT 2002 Technology Marketing Corporation. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
|
Customers want to help themselves. You see it with self-service gas stations, self-service checkout lines and the proliferation of ATM machines on every corner from Boston to Boise. But now more than ever, you are seeing it online with self-service technical support and customer care. The Internet has made customers fiercely independent by exposing them to the knowledge necessary to fix their cameras, map to their printers or format their databases. The question being asked now is how best to manage that knowledge and make it useful and accessible to customers.
Whether you do it yourself or decide to outsource, the value of your knowledge base management solution ...