Managing Customer Support Knowledge Harvard Case Solution & Analysis

Customer knowledge management is becoming increasingly important for organizations due to the rapid change of the product and the growing demand for service on the basis of differentiation. This article describes how the organization, particularly in high-technology industries, both the management of their knowledge to support and expand its use of customer self-service. Among the issues considered are the key attributes of the knowledge of customer support, technology, commonly used to support knowledge management and governance issues, most often faced by managers customer knowledge. "Hide
by Thomas H. Davenport, Philip Klahr Source: California Management Review 15 pages. Publication Date: April 1, 1998. Prod. #: CMR116-PDF-ENG

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