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Knowledge Management is NOT an Add-on
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Has a CRM or incident management vendor ever told you how wonderful their knowledge management “module” is? If so, beware: knowledge management must be the core of any successful CRM deployment, not an add-on module.
Knowledge is power—but only when it is deeply integrated into the customer experience, the agent experience, and the enabling technology. A vendor with a knowledgebase module for sale is telling you that they think knowledge is an extra, a side dish to the CRM main course. Nothing could be further from the truth.
Tim Hines - Personal Name
NONE
Information Technology
English
2002
1-5
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