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This month i Innovate
brings to its readers a special feature presentation on Knowledge
Management in Customer Relationships. This topic was
presented by the co-founder and Consulting Head of Webizus Technologies,
Arya Patnaik.
About the author of the presentation:
Arya is the co-founder and head of consulting oeprations
at Webizus Techonologies. He is also one of the Director of PeopleMantra,
an ITES company. His expertise lies in strategic planning, customer
relationships and managing KM initiatives in the Webizus’ partner
network. He has spearheaded various projects in IT consulting, marketing
plan formulation for e-CRM and i-marketing initiatives, KM and group
collaboration.
Arya is an MBA in Systems from Welingkar and is currently pursuing
a PhD. from ITM - BITS, Pilani.
About the presentation:
Topic: KM in Customer Relationships
Seminar: Customer Loyalty Insight (organized
by Conference & Event Management, India)
Venue:Taj Lands End, Mumbai, India
Date: 11th (Wed) & 12th (Thurs) December, 2002
Presentation Brief:
The high rate of failure of CRM initiatives is due to the internally
focused implementations. The goal is to cut costs through self service
& e-CRM initiatives rather than understand the customer & strengthen
relationships based on the knowledge acquired. The presentation
takes a look at customer centric knowledge, its management (CKM)
with respect to internal & external customers & its measurement.
Click
here to download the entire presentation as a zipped file.
your
comments on the presentation
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the author
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