Customer experience is fast becoming the only differentiator and engine of business growth for most businesses. Knowledge-enabling customer-facing people, processes, and systems through unified CRM and knowledge management can truly transform the customer experience, while increasing revenue and reducing costs.
What are the top trends and the new best practices in knowledge-powered CRM? How can businesses deliver knowledge-enabled customer experiences across customer engagement channels--call center, web, mobile and social? How can they harvest and leverage the best of knowledge from online communities and social networks?