Chief Knowledge Officer (CKO) is vital for KM success.
This CKO will be responsible for developing the CRM value chain as follows:
Customer data
Customer Information
Customer Knowledge
Wisdom to completely satisfy Customers
The CKO could be one of the existing members or could be recruited. One of the major functions of CKO would also be helping in the periodic updating of the web site with the articles submitted by the members.
The CKO would be organizing the data gathered so that it becomes knowledge on the basis of which informed business decisions could be taken. This could possibly help in having a strategic advantage in the future.
Hence the proposed Customer Knowledge Management for Effective CRM should include:
Integration of Internal and External knowledge sources
Identification of IT components of knowledge creation, collaboration and application – Feedback forms analyzed through software, Online polls about the topics to be covered in seminars, etc…
Identification of existing and required data mining techniques – Projects could be given to the Student Chapters to develop the software for the same
Identify push and pull based mechanism for knowledge sharing and delivery – As described previously, the database of members should include their area of specialty so that seminars could be conducted by them in CSI, Student Chapters or other Non-Member organizations
This CKO will be responsible for developing the CRM value chain as follows:
Customer data
Customer Information
Customer Knowledge
Wisdom to completely satisfy Customers
The CKO could be one of the existing members or could be recruited. One of the major functions of CKO would also be helping in the periodic updating of the web site with the articles submitted by the members.
The CKO would be organizing the data gathered so that it becomes knowledge on the basis of which informed business decisions could be taken. This could possibly help in having a strategic advantage in the future.
Hence the proposed Customer Knowledge Management for Effective CRM should include:
Integration of Internal and External knowledge sources
Identification of IT components of knowledge creation, collaboration and application – Feedback forms analyzed through software, Online polls about the topics to be covered in seminars, etc…
Identification of existing and required data mining techniques – Projects could be given to the Student Chapters to develop the software for the same
Identify push and pull based mechanism for knowledge sharing and delivery – As described previously, the database of members should include their area of specialty so that seminars could be conducted by them in CSI, Student Chapters or other Non-Member organizations