- What do you think the future holds in terms of knowledge management and use in marketing applications?
- Marketers are interested in a narrower set of activates that focus on integrating front-and back-office services and delivering information to customer service personnel and decision makers when and where they need it.
- They are connected about customer experience and realize they must deliver it seamlessly through multiple channels at times and places demanded by the customer. This requires marshalling all the resources of the enterprise to create usable knowledge from the multiple types of customer data and the expertise of best workers.
- Knowledge management in marketing enable human agents to do their work better, faster, and in a way that provided maximum customer satisfaction, al creates automated systems that perform at least as well as the most skilled human agent
- Marketers are interested in a narrower set of activates that focus on integrating front-and back-office services and delivering information to customer service personnel and decision makers when and where they need it. They are connected about customer experience and realize they must deliver it seamlessly through multiple channels at times and places demanded by the customer. This requires marshalling all the resources of the enterprise to create usable knowledge from the multiple types of customer data and the expertise of best workers.
§ -to enable human agents to do their work better, faster, and in a way that provided maximum customer satisfaction
§ -to create automated systems that perform at least as well as the most skilled human agent
· Think about your own Internet experience, can you think of a specific encounter in which information or knowledge clearly improved your interaction with a human agent? Can you think of an encounter in which the human agent lacked the information or knowledge to make your experience satisfactory? Be prepared to discuss both positive and negative experiences and what could have transformed a negative encounter into a positive one.
o When I was shopping around for furniture, I first went to different store websites to compare their offerings and price. There I discovered all the different tyoes of leathers, all the different types of wood and different types of fibers, which I knew nothing about before, I didn’t know that furniture had so many aspects to it, its not that simple. This improved my interaction with a human agent because once I had done my research and decided to go to the physical store to view the pieces I had in mind, when the agent was explaning all the differences to me, I already knew about them so I didn’t have to waste the salespersons time nor mine, and any extra information just enhanced what I already knew.
o A negative experience when I was purchasing an item at best buy and online it said the item was available but when I arrived at the store they told me they didn’t have it and I argued and argued with them telling them there was one more left.