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ARTICLES | Knowledge Management in Customer Relationships

[ Powerpoint presentation by Mr. Arya Patnaik, co-founder, Webizus Consulting. You can download it as a zipped file from the link below.]

About the presentation:

Topic: Knowledge Management (KM) in Customer Relationships

Presentation Brief:
The high rate of failure of CRM initiatives is due to the internally focused implementations. The goal is to cut costs through self service & e-CRM initiatives rather than understand the customer & strengthen relationships based on the knowledge acquired. The presentation takes a look at customer centric knowledge, its management (CKM) with respect to internal & external customers & its measurement.

Click here to download the entire presentation as a zipped file.