- "Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information."
This type of KM focuses on collecting, analyzing, and applying customer insights to improve the organization's products, services, and customer relationships.
Overview of Customer Knowledge Management: Understanding the basics of Customer Knowledge Management and its importance in driving business growth.
Customer Relationship Management: Understanding how to develop effective relationships with customers and how to use customer data to enhance business operations.
Data Collection Techniques: Understanding how to collect data from multiple sources, such as customer feedback surveys, social media, and phone call logs.
Data Quality Management: How to ensure data accuracy, completeness, consistency, and reliability.
Customer Segmentation and Persona Development: How to segment customers based on their needs, behaviors, and preferences, and how to create personas to represent specific customer groups.
customer Value Proposition Design: Understanding how to develop value propositions that address the specific needs and pain points of your customers.
Knowledge Sharing and Collaboration: Developing processes and tools for sharing customer knowledge across departments, teams, and business units.
Customer Journey Mapping: Understanding the lifecycle of customers and how to optimize their experience at each touchpoint.
Customer Analytics: Understanding how to use data analytics to gain insights into customer behavior and preferences.
Technology for Customer Knowledge Management: Understanding the different tools and software available for managing customer knowledge, such as CRM systems, data warehouses, and AI-powered analytics tools.
Customer Experience Design: Understanding how to design a customer-centric approach to product and service design.
Knowledge Management Metrics: Identifying and measuring the key metrics that impact Customer Knowledge Management, such as customer satisfaction, customer lifetime value, and customer engagement.
Change Management: Understanding how to implement changes in the organization's culture, processes, and systems to maximize the value of Customer Knowledge Management.
Ethics and Privacy: Understanding the ethical implications of managing customer data, and how to ensure that privacy is maintained throughout the customer journey.
Explicit customer knowledge management: This type of customer knowledge management deals with the knowledge that has been formally documented, such as customer surveys, feedback forms, customer databases, and other similar sources.
Tacit customer knowledge management: This type of customer knowledge management deals with the knowledge that is stored within the minds of employees, such as customer preferences, habits, behaviors and preferences, and other strengths and weaknesses of customer relationships.
Social customer knowledge management: This type of customer knowledge management deals with the knowledge that is shared among co-workers, customers, and partners through social media, online communities, blogs, or other collaborative tools.
Collective customer knowledge management: This type of customer knowledge management deals with the collective knowledge that is held by groups within an organization or across organizational boundaries, such as customer forums, knowledge bases, customer knowledge networks, and other collaborative or strategic knowledge sharing initiatives.
Proactive customer knowledge management: This type of customer knowledge management focuses on the proactive acquisition and utilization of knowledge regarding customer insights and customer behavior, in order to improve customer satisfaction and loyalty.
Reactive customer knowledge management: This type of customer knowledge management focuses on the response to customer needs and issues, such as customer support knowledge bases, customer service workflows, and escalation procedures, among others.
Predictive customer knowledge management: This type of customer knowledge management focuses on the prediction of customer behavior, such as their future buying patterns, customer churn, and other data-driven insights.
Integrated customer knowledge management: This type of customer knowledge management integrates all other types of customer knowledge management within an organization, in order to create a single, comprehensive view of customer knowledge.
- "CRM systems compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials, and more recently, social media."
- "They allow businesses to learn more about their target audiences and how to best cater to their needs, thus retaining customers and driving sales growth."
- "CRM may be used with past, present, or potential customers."
- "The concepts, procedures, and rules that a corporation follows when communicating with its consumers are referred to as CRM. This complete connection covers direct contact with customers, such as sales and service-related operations, forecasting, and the analysis of consumer patterns and behaviors, from the perspective of the company."
- "According to Gartner, the global CRM market size is estimated at $69 billion in 2020."
- "CRM systems compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials, and more recently, social media."
- "They allow businesses to learn more about their target audiences and how to best cater to their needs, thus retaining customers and driving sales growth."
- "This complete connection covers direct contact with customers, such as sales and service-related operations, forecasting, and the analysis of consumer patterns and behaviors, from the perspective of the company."
- "Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information."
- "They allow businesses to learn more about their target audiences and how to best cater to their needs, thus retaining customers and driving sales growth."
- "CRM may be used with past, present, or potential customers."
- "CRM systems compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials, and more recently, social media."
- "They allow businesses to learn more about their target audiences and how to best cater to their needs, thus retaining customers and driving sales growth."
- "The concepts, procedures, and rules that a corporation follows when communicating with its consumers are referred to as CRM. This complete connection covers direct contact with customers, such as sales and service-related operations, forecasting, and the analysis of consumer patterns and behaviors, from the perspective of the company."
- "According to Gartner, the global CRM market size is estimated at $69 billion in 2020."
- "CRM systems compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials, and more recently, social media."
- "This complete connection covers direct contact with customers, such as sales and service-related operations, forecasting, and the analysis of consumer patterns and behaviors, from the perspective of the company."
- "They allow businesses to learn more about their target audiences and how to best cater to their needs, thus retaining customers and driving sales growth."
- "According to Gartner, the global CRM market size is estimated at $69 billion in 2020."