Question

1. Besides Canon, this knowledge management technology might also be useful to other companies. What are the characteristics of Canon that make it useful? In other words, what characteristics of a company suggest that it might find this technology useful for customer support? Conversely, what characteristics of a company might suggest that it would not find this technology useful?
2. In Canon’s situation, a “case” is a single customer problem. Efforts to solve that problem may involve several contacts. The case management system tracks those contacts so that a representative who is new to the case can see its history at a glance. How could your college or university use a case management system that includes knowledge management?



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  • CreatedDecember 30, 2014
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