KM Discussion 6: The Customer Experience 

“There is no substitute for accurate knowledge. Know yourself, know your business, know your men.” 
-Lee Iacocca
 

Key Takeaways

  • Today, there is a shift in consumer expectations: consumers increasingly desire more than just having a product or service, they want an experience. How an organization manages the knowledge about its customer base and what it wants is vital to success.
  • Gartner’s May 2017 Magic Quadrant places Salesforce as a solid leader for providing a CRM that strengthens customer engagement.