What is customer management software how to#
Software companies may find that releasing a video showing customers how to use each new feature along with each update might increase their customer retention rates. It’s easy to see how KM best practices can help bring about these outcomes for customer support.įor example, let’s look at “improved performance.” Common customer support KPIs include churn rate and Net Promoter Score. In Creating Knowledge Based Organizations, Jatinder Gupta and Sushil Sharma listed the goals of KM:
Knowledge Management for Customer Support: The Why
One example of KM in action is the customer support knowledge base. KM is about, among other things, getting the information that lives in the heads of support folks written down and the databases, documents, policies, and procedures strewn across your team’s computers organized in one place so everyone can benefit. These assets may include databases, documents, policies, procedures, and previously un-captured expertise and experience in individual workers.” What is Knowledge Management for Customer Support?įor customer support teams, knowledge management involves the information assets associated with keeping customers happy. “Knowledge management is a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise’s information assets. Knowledge management, according to the all-knowing Google, is “efficient handling of information and resources within a commercial organization.”īack in 1998, Gartner offered a definition of knowledge management which would become one of the most frequently cited: And you put all your important information here:īesides Dunkaroos and inflatable furniture, the 90s also gave birth to the phrase “knowledge management,” according to.
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