A recent survey of more than 1,000 B2B and B2C customer service users found that 69% attributed a good customer service experience to quick resolution of their problem. How can you ensure that you’re meeting customer expectations? In order to resolve stakeholder issues quickly and effectively and gain customer loyalty, knowledge management must be a priority. Optimized for customer service, a knowledge base can be a powerful tool for improving customer experience and gaining competitive advantage.

This guide outlines five critical steps for knowledge base optimization and building a customer experience program as part of a core strategy for growth.