Knowledge Management Challenges in Customer Support: A Case Study

2009 ◽  
Author(s):  
Marko Jäntti ◽  
Kirsi Tanskanen ◽  
Jukka Kaukola
Keyword(s):  
Knowledge Management ◽  
Customer Support

Knowledge-Driven Customer Support Services

2011 ◽  
pp. 23-38
Author(s):  
Itzhak Aviv ◽  
Meira Levy ◽  
Irit Hadar
Keyword(s):  
Knowledge Management ◽  
Customer Service ◽  
Support Services ◽  
Service Providers ◽  
Relationship Management ◽  
Customer Support ◽  
The Relationship ◽  
A Company ◽  
Software Organization

A Customers Relationship Management (CRM) program aspires to manage the relationship between a company and its customers as a key to success, in view of the fact that good relationships with customers lead to higher customers’ satisfaction. Despite the importance of CRM programs, their failure rates are high, partly because CRM service providers cannot resolve customers’ claims on time, which often occur due to the difficulty to find valuable knowledge and reproduce solutions. Therefore, integrating Knowledge Management (KM) activities, and in particular social Web 2.0 applications, within a CRM solution suit may enable to significantly enhance the efficiency of the organizational CRM program and build a knowledge-driven customer support services solution. The proposed CRM solution is based on a research case study conducted within customer service department of a large software organization.

The Challenge for Customer Service

2000 ◽  
pp. 57-81 ◽  
Author(s):  
Guy Saward
Keyword(s):  
Knowledge Management ◽  
Customer Service ◽  
Financial Institution ◽  
Business Success ◽  
Business Practices ◽  
Distributed Information ◽  
Customer Support ◽  
Study Approach ◽  
New Business

It is a truism that customer service is the key to business success. It is particularly true given competition and new business practices lead customers to want products that are “free, perfect, now” (El Sawy et al., 1998). The trend in UK customer service, led by the U.S., is for service delivery via Call Centres to be deflected towards the Internet. Providing the knowledge to support this (O’Leary, 1998), along with relationship management (Duke et al., 1999) is a key application area for knowledge management (KM). However, the research into KM for effective customer service is minimal. What is clear is that publishing information on an intranet, extranet, or Internet does not constitute effective customer support. This chapter takes a case study approach to exploring knowledge management for customer service. The key problem we are working towards solving is how best to deploy knowledge via distributed information systems. The case study is derived from the author’s involvement in a project for a financial institution (referred to as AFI throughout). It describes a particular approach to managing knowledge that combines elements from information retrieval (IR) with KM. A key part of this is the evaluation of alternative interfaces that take different approaches to the presentation of search results.

Adding value to a company's selling activity through knowledge management: a case study

2000 ◽  
Vol 20 (5/6/7/8) ◽  
pp. 742 ◽  
Author(s):  
Stuart M. Sanderson ◽  
Adrian W. Nixon ◽  
Alan J. Aron
Keyword(s):  
Knowledge Management

scholarly journals An investigation of the effect of knowledge management aspects on organizational performance (case study: sepah bank in Ardebil province)

2016 ◽  
Vol 4 (2) ◽  
pp. 33
Author(s):  
Daryoush Sahebnazar ◽  
Ebrahim Dadfar
Keyword(s):  
Knowledge Management ◽  
Data Collection ◽  
Organizational Performance ◽  
Research Results ◽  
Bank Branches ◽  
Performance Variable ◽  
Research Population

The purpose of this study is to investigate knowledge management aspects on organizational performance of Sepah Bank in Ardebil Province. Research population includes all the employees, deputies and managers of Sepah Bank branches in Ardebil Province, which according to the table of Morgan, includes a total number of 169 subjects. Standard questionnaires were used for data collection. Research results showed that knowledge management aspects (knowledge storage, sharing and using) had a positive and significant effect on organizational performance variable and in general 80 percent of variance determines the organizational performance of Sepah Bank in Ardebil.

Beginning a journey of knowledge management in a secondary school

2016 ◽  
Vol 20 (2) ◽  
pp. 364-385 ◽  
Author(s):  
Kai Wing Chu
Keyword(s):  
Knowledge Management ◽  
Secondary School ◽  
Knowledge Sharing ◽  
Knowledge Base ◽  
Lesson Study ◽  
Lessons Learned ◽  
Digital Archive ◽  
Case Study Methodology ◽  
Content Type

Purpose Despite the fact that schools should be places where learning occurs, most schools have overlooked the importance of knowledge. In contrast, commercial firms have recognized knowledge as a strategic intangible asset and a key resource of the enterprises. Therefore, enterprises have already harnessed knowledge to a great extent with wide practice of knowledge management (KM). The purpose of this paper is to show that KM could be applied to the education sector similar to the practice in the business world for leveraging intellectual assets. This paper examines how schools can kick off the process of KM implementation. This paper also reports what have been done and what should be done in KM implementation better in a school. This can give insights for schools which will try KM in near future. Design/methodology/approach The paper uses a case study in a secondary school to explore how KM can be kicked off and sustained in a school setting. A KM system called knowledge base and a document management system called Digital Archive were developed to serve as the infrastructure for knowledge sharing. Lesson study and communities of practice (CoPs) were adopted to be the platforms for knowledge sharing among teachers in the school. A case study of the processes and lesson learned was done in this paper. Multiple sources of data, including observations, questionnaires and interviews, have been collected for evaluation. Findings In this paper, KM implementation was found to be effective through dual approaches: information-based and people-/interaction-based approaches. A knowledge base and a Digital Archive as knowledge repositories and lesson study and CoPs as platforms for knowledge sharing have been successfully established to facilitate sharing information/knowledge and nurturing a sharing culture and trust. Challenges faced and the related coping strategies during the process of implementation were shared and reflected. It was also found that building sharing culture is the critical turning point of the process of KM implementation. Breaking through the barrier of sharing was found to be very essential to KM implementation. Research limitations/implications This paper adopts case study methodology to report the process of KM implementation in a school. Although these results of the study conducted in one school may not be generalized to other school contexts, the lessons learned in the study will be a strong empirical evidence of research of KM implementation, especially in schools. Because of the limited number of prior studies and the importance of the pioneering work of launching KM implementation, this paper tries to address the research gap by using theory building from cases as a research strategy rather than theory testing research, especially in “how”and“why” in the steps of kicking off KM implementation in an unexplored research area. Practical implications This paper shows a case of KM implementation in a school with thoughtful procedures of implementing information-based and people-/interaction-based approaches. The paper is a showcase that will shed light on the processes and lessons learned and also helps to provide a model for schools who are interested in applying KM in their schools. Social implications Most people might think that KM can be applied only in commercial sector. This paper shows that KM can also be adopted in schools as well as other sectors. Originality/value This paper represents one of the pioneering work of implementing KM in a school. It hopes to make contributions for KM implementation also in the public sector within which are non-profit-making organizations.

A case study of a creative start-up: governance, communities and knowledge management

2008 ◽  
Vol n° 2 (2) ◽  
pp. 125
Author(s):  
Thierry Burger-Helmchen ◽  
Patrick Llerena
Keyword(s):  
Knowledge Management ◽  
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