How Does Knowledge Management Affect Business Economics?

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Forrester interviewed a representative of an organization who has experience using KMS Lighthouse. Prior to KMS Lighthouse, each brand that the interviewee’s organization owned maintained its own knowledge base with many knowledge assets covering the same topic. The organization needed to streamline and standardize answers across brands. For this use case, Forrester has modeled benefits and costs over three years.

Knowledge management solutions can empower customers and front-office workers with curated answers to common questions, drive customer satisfaction, and create lasting customer success. Customer service leaders and their organizations are increasingly investing in knowledge management solutions to add order and easy access to content from any touchpoint or channel for customers and agents alike.

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