Overview

Utilizing organizational knowledge-base to gain competitive advantage in business is a great strategic move. Knowledge Management is the process of capturing, distributing, and effectively using knowledge. If organizations know their customers, what they really want on daily basis, and what they need at any time and figure out a win-win method that will benefit customers while organizations get what they needs to maintain profit and customer loyalty, I believe if applied that customer satisfaction will hit all time high in that organization. Knowing your customers is fundamental for efficient customer satisfaction, it is crucial to know that customer relations are a vital part of best business practices in all aspect of organizational setting. There are opportunities to be successful in business if you practice a good and effective customer service, and have excellent customer relationship management (CRM) system. Sales and Customer Service representatives are likely the first people any prospective client would talk to when they initially arrive to the business. Like the saying goes, first impressions are lasting impressions In today's business environment, some customers encounter aggressive Customer Service representatives especially over the phone and these customer representatives have little patience in dealing with their prospective clients. This book covers the issue of poor customer services, its impact to the growth of an organization and how organizations can leverage knowledge management for providing efficient customer service experience. How to use knowledge to ensure satisfied customers? What we can do to improve customer satisfaction, how we can leave a good and lasting impression on our customers. For this book project, we will use information from books, periodicals, World Wide Web, articles, journals, interview from customers and all credits and acknowledgments duly observed.

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9781983685422

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Mr. Joe Wolemonwu, MBA, is the Board Chairman and co-founder of the Association of Certified Knowledge Management Professional (ACKMP). Prior to Assuming the leadership role of ACKMP organization; he served as the Managing Consultant of Hybrid Technical Enterprise Systems Consulting (dba) HYTESYSCO LLC. A career Civil Servant with the U.S. Government and a self-proclaimed Technocrat, who is a member of a corporate Toastmasters International club (FIVE Shields club) in which he served in various capacity and in multiple term as the club Treasurer, Vice President - Education and Vice President - Membership. A proven leader with a benevolent heart, who is actively involved in his local church as the Head of the Technical Department, he also teaches Sunday School and mentors young adults. The foundation of his professional career, started with Exxon Mobil Corporation in the State of Virginia, USA as a Site Training Manager (STM). A trained Senior Business Analyst, who worked in various consulting capacity as a Government Contractor. He served for a short tenure in the Government of the District of Columbia's Office of the State Superintendent of Education (OSSE) Washington, DC. He holds a Master of Business Administration (MBA) degree with concentration in Management (2008), and Bachelor of Science (B.Sc.) degree in Accounting (2003). He is a Certified Knowledge Manager (CKM); and holds advanced knowledge management certification, Certified Knowledge Management Professional (CKMP), Certified Knowledge Management Auditor (CKMA). Professional certificate in Strategic Retail Management with the College of Williams and Mary, Williamsburg, VA (2010), and professional certificate in Multi-Criteria Decision Making (MCDM) Process (2013) with the Naval Post Graduate School (NPS), Monterrey, CA.

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