Choosing knowledge base management technology. (Customer Relationship Management).

Customer Interaction Solutions | May 1, 2002| | Copyright

Customers want to help themselves. You see it with self-service gas stations, self-service checkout lines and the proliferation of ATM machines on every corner from Boston to Boise. But now more than ever, you are seeing it online with self-service technical support and customer care. The Internet has made customers fiercely independent by exposing them to the knowledge necessary to fix their cameras, map to their printers or format their databases. The question being asked now is how best to manage that knowledge and make it useful and accessible to customers.

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