The Customer Service Knowledge Management (CSKM) market has grown significantly over the years, so any organization considering acquiring a platform will need a way to compare vendors after receiving their RFP responses. This RFP scoring tool helps with recording and objectively comparing features across vendors according to the enterprise’s requirements. Use this tool to:

  • Determine the level of performance of each feature in relation to enterprise needs.
  • Shortlist vendors even if an RFP process is not used.
  • Score and compare potential CSKM platform RFP responses based on the following categories:
    • CSKM Features
    • Content Repository Features
    • Architecture
    • Cost

Follow the instructions to ensure the RFP scoring criteria accurately reflects your organization’s environment and business requirements.

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Design a Customer Service Knowledge Management Strategy

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Search Code: 49113
Published: November 9, 2011
Last Revised: November 9, 2011

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