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Knowledge management (KM) is the set of procedures for producing, disseminating, utilizing, and overseeing an organization's knowledge and data. It alludes to a ...
The concept of customer relationship management started in the early 1970s, when customer satisfaction was evaluated using annual surveys or by front-line asking. [6] At that time, businesses had to rely on standalone mainframe systems to automate sales, but the extent of technology allowed them to categorize customers in spreadsheets and lists.
ITIL (previously and also known as Information Technology Infrastructure Library) is framework with set of practices (previously processes) for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business.
Knowledge-Centered Service (KCS; previously known as Knowledge-Centered Support) is a service delivery method that focuses on knowledge as a key asset of the organization implementing it. Development began in 1992 by the Consortium for Service Innovation , [ 1 ] a non-profit alliance of service organizations.
A subset of information management software that emphasizes an approach to build knowledge out of information that is managed or contained is often called knowledge management software. KM software in most cases provides a means for individuals, small groups or mid-sized businesses to innovate, build new knowledge in the group, and/or improve ...
It is then disseminated to the other customer relationship management (CRM) processes, mainly: contract management, offer management, and service management. CRM manages knowledge, transparency and dissemination of knowledge for customers. Maintaining the balance between comprehensibility and precision is the main challenge when managing this ...
History of knowledge management is quite short because there was a long-time lack of consensus on what would be a good definition of knowledge management. Before starting to use knowledge management as a theoretical frame there was only know-how about thinking with knowledge. The most important key factor of knowledge management is recognizing ...
A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives.
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