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论文介绍了知识管理的兴起和相关基本概念,应用于客户服务所带来的前景以及对个性化服务所提出的挑战。结合项目研究,论文基于对客户服务和个性化服务的理解,提出了一种基于知识管理的个性化服务机制及其实现方案。
The paper introduces the rise of knowledge management and related basic concepts, the prospects brought about by customer service and the challenges posed by personalized service. Combining with the project research, this paper proposes a personalized service mechanism based on knowledge management and its implementation based on the understanding of customer service and personalized service.