In today's knowledge economy, a company's ability to manage and leverage information represents one of the core means for gaining competitive advantage. Success can be made sure for a company by its' ability to deliver the right information to the right person at the right time, and by its ability to leverage information to improve services, sales and productivity.
Success of KM in an organisation has a direct impact on how customers experience and regard the organisation. Providing a web enabled self-service often helps the customers to find and retrieve information from the knowledge base. Agent productivity in the call centre, too, is largely a function of the company's knowledge base and it's effectiveness in helping agents resolve customer problems.
An organisation's knowledge management system delivers a vital feedback loop with customers and is insturmental in establishing the customer service metrics that assess how well the company is meeting customer needs.
To foster this collaboration, organisations need enhanced ways of creating, authoring, capturing, disseminating, and assessing knowledge. KM has gained increasingly strategic importance due to the higher expectation level of the customer.