A Service Approach to the Customer Experience

Topics:
Business Process Management,
CRM,
Knowledge Management
Tags:
Business Operations,
Strategy,
Software,
Real Estate,
Operational Planning,
Management,
Knowledge Management,
It Operations,
Enterprise Software,
Customer Experience,
...
Source:
Thomson Gale

Vendor Registration: required

Overview: A service layer that oversees and bridges separate but related knowledge management systems is a cost-effective way to maximize the benefit of each component system. It also can vastly improve the experience of customers accessing information from either systems or agents. This paper outlines a business process management model that uses a service layer-guided and maintained by real people-to integrate knowledge across diverse systems, give employees the tools to respond to customer needs and deliver a sustainable means of continuous improvement over time as customer needs and behaviors change.

(Is this item miscategorized? Does it need more tags? Let us know.)

Format: HTML | Date: Nov 2005

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