Effective knowledge management (KM) is crucial to providing customers with the information they need, in a quick, concise, and consistent way across all communications channels. More than just a technology solution, effective KM has to be a core strategy that is continually refined to satisfy customers, empower employees, and deliver value that directly affects the bottom line.

In the following Best Practices installment to CRM magazine, three leading experts share their insights into what effective KM can do for your customer support—and to ultimately drive better outcomes for your organization.