What is the management of customer knowledge?
Customer knowledge (CKM) is a strategy that focuses on the task of gathering information about clients that can in turn to strengthen how the supplier or provider meets the needs and wishes of these clients. The strategies used to collect information include finding effective ways to extract data from customers and also find and absorb information from other sources. The aim of this type of knowledge management is to organize and integrate the information collected in a way that improves the understanding of the provider on how to more effectively relate to customers, including how to adapt services and support to better serve these customers.
The exact strategies used as part of the customer management process will vary depending on the type of goods and services offered by the seller and a number of clients to which the company is operated. In some cases, the focus of the management approach may be evokedThe client. Other times, this approach may also include the collection of data on the industry in which the customer operates. With both approaches to managing customer knowledge, the information collected can be used to anticipate the needs and wishes of customers, the development of goods and services that meet these needs, and building solid relationships with these customers.
Together with the use of collected data to strengthen the product line, customer knowledge can also provide valuable traces in how to customize ordering and delivery processes to meet clients' needs and how to best manage customer service and support for ongoing clients. Small details such as the ability to adapt the invoice information to include project numbers, client and matter numbers, and other types of details relevant to this customer can create a relationship in the strength of the relationship, especially if competitors are less willing tot of any type of customization.
It is important to realize that the management of customers' knowledge relies on the collection of expressed and supposed data to be more efficiently served to the customer. This means that those who are commissioned by obtaining data must be aware of the needs and needs that customers expressly state, but also have to listen to traces that may indicate the emerging desire or need that is not yet fully shaped in the client's mind. If you do so, this may allow you to develop a product or process that meets it needs and proactively introduce the client to a solution before the need is actually formed.