Knowledge Management Models in CRM

CRM is about creating sustainable connections between an organization and its customers.
Combining customer knowledge with CRM enables organizations to target customers with high life time/ strategic value; thus leading to future growth opportunities. Customer intimacy and knowledge of industry-specific processes tailored to meet business needs are essential ingredients of organizational success.
The purpose of the Knowledge Management process is to share perspectives, ideas, experience and information; to ensure that these are available in the right place at the right time to enable informed decisions; and to improve efficiency by reducing the need to rediscover knowledge.