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Mike Donoghue
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Knowledge Management and CRM

One of the keys to unlocking the rewards of CRM is understanding knowledge management. What is knowledge? Is it an asset? How can it be captured? How is knowledge turned into action?
Aligning With the Market: Focusing on 'The Customer's Total Experience'
- by Knowledge@Wharton
Medium- to large-size firms that attempted customer-focused reorganizations have had mixed results. Why?

The Real Value of Data
- by Krishna Chettayar
One of the top reasons for CRM failure is poor quality information.

Help Desks Count on KM for Up-to-Date Information and Timely Delivery
- by Kim Ann Zimmerman
While getting current information to the help desk staff is critical, there is also a need to share knowledge among call center staff when someone finds a better, more efficient way to handle a customer inquiry.

A Slow Turning
- by Megan Santosus
Today's large, multinational law firm is the epitome of a knowledge organization.

KM and CRM: More Than Just the FAQs
- by Megan Santosus
With knowledge management software, customer self-service has come a long way.

KnowledgeBase.Net 3.0 Set To Debut
- by Corinne S. Bernstein
This month KnowledgeBase Solutions is releasing version 3.0 of its Web-based self-help and knowledge-management suite. Learn more about it here.

Predictive Analytics: Forecasting Future Trends from Existing Data
- by John Harney
Using KM, BI and CRM to predict which customers will purchase the most products over their lifetimes.

Evaluating the Customers You Keep
- by Corinne S. Bernstein
Success at predicting customer behavior depends on having accessible, clean, easy-to-use information. It's time for some data mining!



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