Knowledge Management Notes: Definitions & Explanations PDF | Download eBooks

Study Knowledge Management lecture notes PDF with total quality management definitions and explanation to study What is Knowledge Management?. Study knowledge management explanation with TQM terms to review total quality management course for online MBA programs.

Knowledge Management Notes:

One aspect of Customer Relationship Management System is determining the profitable and non-profitable customers. This is usually done through personalized communication with customers in order to make improvements in serving them. Personalized communication involves clickstream information maintenance through websites. Using customer clickstream data and finding ways to use the data in order to make a better relation with customers is called knowledge management. Using the customers' data, customer's preferences are identified and sales activities are managed according to the preferences. For example, EBay tracks the customer preferences based on their website usage in order to improve marketing to important customers.

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