Marketers must develop strategies to give customers fast and quality service. Human expertise + information systems = knowledge from information
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
Info from Notes Dec.8th Blogger