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Customer knowledge management refers to _______ customer knowledge among employees for making profit for the organisation and customers.
1. concealing
2. manipulating
3. hiding
4. acquiring

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Correct Answer - Option 4 : acquiring

Customer knowledge management refers to acquiring customer knowledge among employees for making a profit for the organization and customers.

Customer Knowledge Management:

  • Customer knowledge management refers to the tools and processes that a company uses to capture, store, organize, access, and analyze data about its customers, for the purposes of enhancing its sales, retention, and engagement efforts.
  • It includes data related to customers' personal information, purchase history, past interactions, customer feedback, etc.
  • All this information provides accurate knowledge of the customers which ultimately provides personalized customer service, automated escalation, etc. 

Importance of Customer Knowledge Management:

  • Personalized customer experiences
  • Tailored digital self-service
  • Intelligent, automated escalation to a live agent
  • Data-driven agent interactions
  • Omni-channel engagement with seamless transitions
  • Better voice of the customer (VOC) information.

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