The Benefits of CRM and Knowledge Management (KM) Integration in the Age of Social Media
Until very recently, customer relationship management (CRM) and knowledge management (KM) have been a bit like apples and oranges. Each is valuable to your business in its own way, but for the most part functioning separately. But now, to continue the metaphor, it’s time to toss them together and for very good reasons.
From your customers’ points of view, tightly integrated CRM and KM trigger a quicker answer to a question or faster resolution to a problem or issue. For your business, the coupling of CRM and KM enables your call center agents to accomplish more in less time, which translates in to increased productivity, greater cost savings and elevated brand bolstered by responsive customer support.
This white paper discusses:
- The benefits of CRM and KM integration, especially in the age of social media
- Tips on how to best approach integration while leveraging your existing investments
- Advice on how to identify the best partner to help you meet your goals