Knowledge management & CRM

by Ted Lewis


It is clear that efficient workflows and responsive knowledge feedback mechanisms in a web of electronic and personal interactions can help enhance customer loyalty and raise retention rates.
However, experience has also shown that CRM is more than a technology issue. It is not just about software for organizing customer data. It is about changing the processes, interactions, and culture of all of the partners in order to satisfy the ever-changing needs of the customer relationship and to provide seamless service.
As business cycles shrink and customer relationships become more personalized and one-to one, only knowledgeable staff, flexible processes, and maneuverable technologies can support the swift transition required to continuously adapt, survive, and thrive.
This seminar will address these challenges and provide comprehensive peer group discussions about the issues. Covering both strategic and tactical aspects, it will help you start the evolution to a more responsive CRM/KM environment.

What you will learn

  • The best practices for acquiring and enhancing human knowledge for customer and corporate benefit
  • Lessons learned in creating and sharing knowledge
  • Relationship-based measures of knowledge value-add
  • How to synchronize Knowledge with all stakeholder relationships
  • Methods of building formal and informal knowledge networks
  • How to select the appropriate enabling technologies to deliver the knowledge needed
  • Steps towards creating a sharing culture

Main Topics

  • Why Knowledge is Critical for CRM?
  • Incorporating all Stakeholder Relationships
  • The Semantics of Knowledge
  • Measuring Knowledge Value
  • Knowledge Sharing
  • Organizing Knowledge
  • Typical Knowledge Management Solutions for CRM
  • Knowledge Management Technologies for eCRM
  • The Knowledge Sharing Culture
  • A Framework for Aligned Knowledge Development
  • Case Studies: Different Industries