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The management of customer support knowledge is increasingly important to organizations because of rapid product change and the growing need for service-based differentiation. This article describes how organizations, particularly in high-technology industries, are both managing their own support knowledge and extending its use to customers for self-service. Among the issues addressed are the key attributes of customer support knowledge, the technologies most commonly used to manage support knowledge, and the management issues most frequently faced by customer support knowledge managers.
Davenport et al. (Wed,) studied this question.
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