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Knowledge Management – A Driver of Organizational Value

My team recently examined the key indicators related to knowledge management enabling support—everything from increasingly leveraging knowledge on different channels to higher-quality service interactions. It’s clear enough that good KM delivers value. What are the key benefits, then, for an organization? How should one think about it?KM_screen_capture_from_microsite_JChmaj_blog_Aug_26_resized

The answer is it depends on who you talk to. If you are speaking with executives, their focus is likely to be strategic:how KM enables brand, customer loyalty and sales. If you are asking support directors or contact center managers, their focus is often operational: looking to see how KM lets them deliver support in a high-quality, efficient and manageable way.

The good news is both perspectives are true, and they are enabled by the same core KM capabilities:

So, what are the potential strategic benefits? They are as follows:

Build customer loyalty and confidence through service excellence:

Potentially increased revenue:

Market differentiation through support excellence:

Improved operational efficiency:

Yes, your organization can make significant leaps forward—through well managed, well delivered knowledge!

The post Knowledge Management – A Driver of Organizational Value appeared first on Customer Experience Management Blog.

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