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[2003-06-16] Knowledge Management Is a Key CRM Driver
Although more than two thirds of successful CRM programs will have integrated advanced knowledge management (KM) practices in their CRM processes by 2005, Gartner analysts say there is still confusion about what KM is and what it can do for CRM.
Although more than two thirds of successful CRM programs will have integrated advanced knowledge management (KM) practices in their CRM processes by 2005, Gartner analysts say there is still confusion about what KM is and what it can do for CRM.