This Customer Relation Knowledge Management System (Customer KM System) also called as Customer Insight Management (CIM) is a powerful model for interacting with customers, understanding their needs and responding to them on time.

Note: It addresses the KM part of customer relationships - customers insight. On a case-to-case basis, it can be integrated with the existing CRM systems.

There must be a systematic way to build relationship with customers, consult, understand their pain areas, identify the right solution and manage customer expectations and satisfaction. Process-driven model to gain insights into customers and responding to their needs is essential to get customers and retain them.

Enterprise KM strategy and systems are must for knowing and helping customers.

• Increasing customer expectations.
• Lack of customer understanding and duplication due to knowledge attrition.
• Building trust and discovering the needs.
• Understanding the hidden pains.
• Lack of customer satisfaction caused primarily due to lack of skills.

• Customer Knowledge System & Knowledge Bank
• Customer interaction system
• Customer care system
• Customer satisfaction survey: Review, Rating, Reporting, Responding and Refining
• Requirements management