Could anybody please tell me....?

Question

How does Knowledge Management improve customer service & efficiency ?

Answer 1

Knowledge management as it applies to customer service is a proven approach to maximizing the business value of knowledge within an organization. Knowledge management initiatives, which are focused on meeting well-defined strategic objectives and are based on implementation best practices, provide significant and predictable ROI. They also contribute to long-term competitive advantage by improving the total customer experience.
(For the whole of this article "Knowledge Management
for Customer Service", click on the 1st link)

Customer Relationship Management effectiveness and efficiency can be increased when enterprises optimize their management of critical knowledge. Optimization entails two steps: first, the enterprise begins to view knowledge as a strategic asset; and second, the enterprise designs and implements KM processes to formally manage, access and "invest" these assets.
(For the whole of this article, "The Case for Knowledge Management in CRM", click on the 2nd link)