Enterprise Search And Enterprise Knowledge Management Analysis

883 Words2 Pages
bulb-icon

Recommended: Literature review about crm

Today’s consumer is more empowered and spoilt for choices. With proliferation of social media, smartphones, tablets etc., it has become imperative for the businesses to adapt themselves to the changing landscape. The Customer relationship management (CRM) has gradually moved from CRM to Customer Experience Management (CXM). One of the focused areas where most of the organizations are trying to identify, create, distribute and enable themselves, is the use of insights and intend to improve customer experience.
Most of the organizations are turning towards knowledge management solutions to help them organize their growing mountain of information. One of the key areas of focus is searching information hidden in myriad systems, applications and databases. This information if made available in organized manner can result in improved user experience which can be a differentiating factor in the world of commoditized products.
There is hardly a website which doesn’t offer search capability. Search capability is being used by contact center agent for searching troubleshooting procedures for customers, customers using search on websites to get product information, price of the product etc. Hence search becomes one of the important channels through which customers seek information. Unfortunately many organizations ignore this fact which results in customer abandoning their site which ultimately results in lost sale.
Enterprise search and Enterprise knowledge management are the two areas which help organizations with their search capability. Enterprise search is nothing but large amount of pages indexed such that content can be easily searched. It is similar to Google search where you enter what you are searching for in the search bar and ...

... middle of paper ...

...knowledge management system can provide the dashboards helping the organizations understand which types of knowledge best answers customer’s questions, which type of questions go unanswered. What are the content gaps and prioritize content creation.
It can be concluded that Enterprise knowledge management solution can help customers who are looking for specific answers, find an answer and close the transaction because these solutions help in quickly identifying the true intent of their query and immediately deliver the best result.
The organizations should invest in knowledge management platform that can help their employees, customers and other stakeholders to quickly find the relevant information, where knowledge keeps expanding itself through collaboration, co-creation and insights. This will enhance the overall customer experience because CUSTOMER IS THE KING.

Show More
Related

  • CRM And Business Strategy: Recreational Equipment Inc.

    797 Words  | 2 Pages

    Senior leadership can have a clear and accurate assessment into their internal customer-facing organizations and activities (Jacewicz & June-Suh, 2015). The Senior leadership strategy of REI can use the CRM as a tool to remain close to the consumers, especially by offering a social networking component to their CRM implementation. The social networking allows the company (REI) to become part of the conversation and track future trends and desires of the consumers. Today’s CRM applications are evolving into social customer relationship management systems (SCRM). The SCRM concept is a great fit for REI, with the REI mission to provide customers with best outdoor gear, the SCRM can be used by the business for creating a collaborative customer experience (Jacewicz & June-Suh,

    Read More

  • The Use of Knowledge in Society by Frederick Hayek

    1304 Words  | 3 Pages

    Knowledge work according to Raman, (1999), contains activities, which are "information-based, knowledge intensive and knowledge generating" (p. 2). The paper's theme is, "organizations staying ahead of the competition have come to realize knowledge and knowledge workers are their key to success in today's environment where knowledge and information have become commodities" (Raman, 1999, p. 1). This paper's theme traces the historical development of knowledge management and knowledge workers; differentiates between knowledge workers and non-knowledge workers, and illustrate the knowledge workers experience in the author's organization. Knowledge systems contain the potential to increase business value (Bang, Cleemann, & Bramming, 2010).

    Read More

  • Knowledge Management Essay

    1200 Words  | 3 Pages

    Methods The article is divided largely in four major sections. The introduction lays out different basic concepts used in knowledge management (KM) for our better understanding of the topic. Then, the author continues on by touching upon various factors and steps involved in decision making processes. The first section delves into sources of knowledge and the second section explains incorporation of the different sets of knowledge at different steps of decision making processes. Thirdly, the integration of all the factors above is emphasized. All the key components together bring forth 4 different dimensions. Having access to knowledge whether it’s bas...

    Read More

  • Google's Knowledge Management

    2447 Words  | 5 Pages

    ...bjectives and realize growth. Knowledge Management Knowledge management plays a key role in ensuring that the different functions and activities of a company are synchronized. In Google’s case, the purchase of Motorola (which has turned out not to have been the best business decision) probably could have been avoided if the knowledge within the company was managed and used better. Knowledge enables a company to create, recognize and distribute opportunities. When every employee of a company contributes his or her part of knowledge into the knowledge pool, it is very beneficial as it contributes to the overall success of the company. Proper application of the available knowledge in a company can offer several competitive benefits to both the company and the employees. Application of accurate knowledge at the correct situation helps a company to make good decisions.

    Read More

  • Starbucks Customer Relationship Management Case Study

    1227 Words  | 3 Pages

    Customer relationship management systems are part of enterprise applications. These systems are used to help manage relationships with customers, Information is provided to coordinate all of the business processes that deal with customers in sales, marketing, and service to optimize revenue, customer satisfaction, and customer retention (Laudon & Laudon, 2012).In today’s world, customer management relationship systems have given companies a large list of ways to interact with customers. Even though those ways are applied occasionally, companies still find even newer ways to provide customers an enjoyable experience for their products and services. Today, the customer relationship management industry is mainly focused on components, such as crowdsourcing, customers using mobile apps of companies and interaction from the social media teams of companies. Needless to say, Starbucks, coffeehouse chain, have pioneered in this system. Starbucks started out as a café in Seattle, Washington in USA at1971. One day, in 1981, a man named Howard Schultz entered in the café for the first time and fell into homelike environment of the café. He adored the place so much that, in 1987, he and a group investors acquired the café. From there on out, as of June 28, 2015, they have built more than 24000 stores in 70 countries

    Read More

  • Enterprise Resource Planning

    1970 Words  | 4 Pages

    described the ERP system as packaged (but customisable) software applications, which manage data from various organizational activities and provide a fully integrated solution to major organizational data management problems. They provide for both the core administrative functions, such as human resource management and accounting, as well as integrated modules which can be selected to support key business processes, such as warehousing, production and client management.

    Read More

  • Enterprise Resource Planning (ERP)

    1394 Words  | 3 Pages

    “An Enterprise resource planning (ERP) systems are software systems for business management, supporting areas such as planning, manufacturing, sales, marketing, distribution, accounting, finance, human resource management, project management, inventory management, service and maintenance, transportation, and e-business”.( Haag, Cummings, Phillips, S, M, A (2007). Mangement Information Systems. New Yory, NY: The McGraw-Hill Company Inc..)

    Read More

  • Redefining the Data Management Strategy: A Way to Leverage The Huge Chunk Of Data

    1122 Words  | 3 Pages

    ...hinking of optimizing the existing knowledge base in the form of codes, database etc. Mr.Arun is worried about the growing customer base as well as the variation in the demands of the customers. Mr. Kumar is thinking about how to leverage the existing database of knowledge the company has and how his company can deliver the best to the customers. Mr. Arun is also thinking of contacting few of the consulting firms as well to resolve this issue.Arun is also gauging the option of making a different information center unit which will be responsible for optimizing the database and come up with best suitable data for the business requirement.Beacuse of the growing clientele Mr.Arun is not able to expand his business and stuck in a dilemma whether to hire a consulting firm or whether to have a separate team which will be optimizing the knowledge database the company has.

    Read More

  • Annotated Bibliography To Knowledge Management

    844 Words  | 2 Pages

    Pasher, E., & Ronen, T. (2011). The complete guide to knowledge management: A strategic plan to leverage your company 's intellectual capital. Hoboken, N.J: John Wiley & Sons.

    Read More

  • User Interface

    2026 Words  | 5 Pages

    Information Retrieval (IR) is to represent, retrieve from storage and organise the information. The information should be easily access. User will be more interested with easy access information. Information retrieval process is the skills of searching for documents, for information within documents and for metadata about documents, as well as that of searching relational databases and the World Wide Web. According to (Shing Ping Tucker, 2008), E-commerce is rapidly a growing segment in the internet.

    Read More

  • Enterprise Architecture

    920 Words  | 2 Pages

    Enterprise architecture can be used in a diverse number of ways. It can be used to describe a certain business practice in an organization and the aspects or elements of that specific business practice under description. The environment under which companies or business organizations operate in is always in constant change. This means that the managers should always introduce new enterprise solutions, which can directly contribute to the linkage to the measures of improvement of business practices.

    Read More

  • Essay On Knowledge Transfer

    1707 Words  | 4 Pages

    In most organizations, effective utilization of knowledge increases productivity, creates competitive advantage and, ultimately, improves profits.

    Read More

  • Customer Relationship Management

    900 Words  | 2 Pages

    Customer relationship management or CRM for short is a model for managing a company’s interactions with current and future customers. When CRM is utilized correctly it will increase profitability and customer loyalty, which are both very important to an organization. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Customer relationship management is very important in many ways to help a company become and stay successful. CRM can help businesses gain a competitive edge through communication, marketing, gathering customer information, social media and mobile technology. Customer relationship management is a continually evolving domain and now social media technologies have revolutionized the way businesses and consumers interact. (Choudhury & Harrigan, 2014) There are many benefits that come with implementing customer relationship management.

    Read More

  • Barriers To Knowledge Management Essay

    793 Words  | 2 Pages

    (106) 'Knowledge management means using the ideas and experience of employees, customers and suppliers to improve the organisation’s performance. ' (5) Knowledge management (KM) is best when 'it is in alignment with organizational culture, structure and strategy ' (5). For this reason, the aim of this briefing document is to advise Santander on solutions to potential KM barriers employees may face by discussing three key barriers- culture, technology and leadership.

    Read More

  • Customer Relationship Management CRM The Heart of Marketing

    1526 Words  | 4 Pages

    Customer relationship management has become the marketing buzzword of the past two decades with business-to-business firms jumping in, many without really being certain of what they hope to achieve from it, and oftentimes being disappointed with the results.

    Read More

More about Enterprise Search And Enterprise Knowledge Management Analysis

Open Document