The fundamental principles of CRM often give priority to content management, before knowledge management (KM). While social media for CRM provides an excellent way to better understand customers - and promote different products and services - there are reasons to use social media for KM, including: sharing, innovating, reusing, collaborating, and learning. This session will review the recommended approaches for using social media for KM, including people, processes, and technology. In this session learn how to improve knowledge management through social media:
- The importance of using social media for internal knowledge management to improve customer service
- Using internal and external communities of practice
- How to harness user generated content to your advantage