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.