Knowledge is power only if you have access to it. Do you agree with this statement? When you are trying to meet customer expectations, one thing you need to understand is that customers hate waiting. So providing easier access to your employees or team members is one of the best benefits of knowledge management ppt. Herein we are going to discuss knowledge management and it helps to meet customer expectations.
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If you need a better perspective of the situation, let us take an example. Have you ever had one line from a song stuck in your head and spent a long time trying to remember it? That is still relatively easier to search for on Google. It becomes much more difficult when you try to find the song if the only thing you remember is the tune of the song. This is exactly the type of experience that many employees go through when they are trying to solve problems of the customers without any data at hand. It sounds tedious, doesn’t it? That’s because it is.
It also becomes problematic for your customers when they don’t get the answers that they are looking for or when it takes too long for any substantial response. This could result in the loss of many existing or potential clients, severely affecting the business.
We are sure that you want to overcome these problems and live up to your customers’ demands and expectations. Knowledge management systems could come in handy for this purpose.
But you must be having a burning question now…
How Does Knowledge Management Help Meet Customer Expectations?
When we talk about effective knowledge management, we do not mean to say that there was no management of knowledge and data previously. There certainly was but the problem was that it was not easy to store, collect, share, analyze, or even find important information quickly when needed.
With the traditional method of knowledge management, only those who created and stored a certain piece of knowledge would have access to it and be aware of it. The knowledge was definitely hidden away from the customers of the firm. This caused a blockage in the flow of the information or organizational knowledge of that particular company. It made things too slow and it led to hoarding of information by employees of a particular department in the company. Without any type of knowledge sharing between the employees, there was also a lack of collaboration within various departments and a sense of hostility as well.
With the rise of the digital age and digital knowledge management systems, things have improved significantly for knowledge managers. Now, the entire company has access to all organizational knowledge. Anybody from any department could, at any moment, access information that has been stored, collected, or created by another employee turnover at the firm. The company can also easily allow access for the same to its customers if need be. This instills a sense of transparency between the company and the customers, resulting in better retention rates.
Digital knowledge is also easier to find. Imagine trying to find the figures for the sales amount for a particular date. What would be easier - turning the pages of numerous files for finding the bills and then calculating the amount or just searching for it in your digital knowledge management system? With the latter, you get quick and direct answers in seconds. We all know which answer we are going to choose.
Another problem with traditional knowledge management was that this kind of knowledge could be destroyed easily. Over the years so much information, videos, photographs, knowledge have perished due to various mishaps such as earthquakes, floods, fires, just because they got lost due to carelessness.
Now, you might say that even digital knowledge could be deleted with just 1 click. That’s true. However, most knowledge management systems make use of cloud computing for storing the data on their servers. These clouds usually have a backup option that ensures even if you delete some data or a document by mistake, you will still be able to recover the data without any problem.
One more benefit of a knowledge management system is that it prevents you from investing efforts in recreating the same knowledge over and over again. It reduces redundant and repetitive efforts, thereby saving the time and resources of your company. It is very beneficial if you look at the bigger picture - the work is done once and used multiple times without having to do it again and again. The time that your company saves in this can be made use of somewhere else where it is needed more. Hence, more work can be done in a shorter time span, thereby helping you focus on your core tasks and finishing them on time, or even, in some cases, before time.
Moreover, the best benefit of knowledge management systems is the transparency that it provides between your company and your customers or your partners. Usually, most companies do not prefer to share sensitive information with everyone, but sharing knowledge a part of it does help in building the trust of your customers in your company. Along with this, if you are planning to partner with some other company, it works in your favor again. When the potential partners see what your company is doing and the number of clients you have, they automatically show more interest in your company and in doing business knowledge with you.
Download This Presentation For More Information On Handling Customers With Knowledge Management
The Cloud Tutorial has been working as a knowledge-sharing platform to provide you and many others like you with the correct information on how to get more customers and handle them effectively by smart use of knowledge management. We want to help you retain your customers and flourish your businesses.
Hence, we keep sharing tips, the latest trends, and news in the industry of knowledge management with you. To understand the benefits of knowledge management and how you can handle customers with it, go ahead and download this free PPT for future use.
1. What are the advantages of knowledge management?
Answer: As we all know that knowledge management strategy is considered as a systematic approach that can be used to capture and make use of a business’s collective expertise to create value. Here are some major benefits of the knowledge management system:
- Improved organizational agility
- Increased rate of innovation
- Quicker problem solving
- Better communication mode
- Enhanced business processes
2. Why is knowledge management important in decision making?
Answer: Knowledge management systems are referred to as any kind of system that stores and retrieves knowledge, enhances collaboration, locates knowledge sources, and repositories for hidden knowledge to improve the KM process. With the right management knowledge and information, you can get help in business decisions making for your business and its important tasks.
3. What is knowledge and why is it important?
Answer: Effective knowledge management is the complete process of defining, structuring, retaining, and sharing the effective knowledge and experience of employees with an organization. It is mainly important to improve an organization’s efficiency and save knowledge within the company using best practices.
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