Presentation Details

The Fourth International Conference on Knowledge, Culture and Change in Organisations

Strategic Factors of knowledge management for customer support

Qiyang Chen.

Enhanced knowledge management can maximize the business value and improve customer support and call center applications in business. Knowledge management initiatives must focuses on meeting well-defined strategic objectives and are based on implementations of best practices, which contribute to long-term competitive advantage by improving the total customer experience. In this paper, we discuss the strategic factors of success as it relates to knowledge management strategy, technology, people, and processes.


Qiyang Chen  (United States)
Information and decision science dept.
Montclair state university

  • knowledge management
  • Intellectual capital management

(Virtual Presentation, English)