Customer-satisfaction levels would skyrocket—because not only would your call-center staff know everything about the account on the phone, they would also know why the person was unhappy the last time. For similar reasons, the ratio of winning pitches made by your sales team would rise sharply.
But even though software programmers may like to think of knowledge as a reusable asset (sort of like computer code), the lack of a market leader suggests knowledge management is an area that’s resistant to automation.
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Still, technology vendors keep trying—and users with them. Below, Baseline offers a scenario for how a knowledge management project could pay off, as well as for some of the risks along the way.
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