Engaging Customers in Knowledge Management at CyberArk

Published On:
July 31, 2020
Authored By:
APQC
Member Only Content:
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As customers’ expectations for service quality and responsiveness increase, some organizations are opening select KM content and systems to customers. This can present risk and security challenges, but the potential benefits are huge. It can improve case deflection, improve customer satisfaction, and provide additional touchpoints with customers. This article describes how information security company CyberArk opened its technical support community and knowledge content to customers.