How to implement customer knowledge management (CKM) at Trigo.

Abstract

TRIGO is a company that has a strong global presence in four continents include America, Africa, Europe and Asia respectively. Notwithstanding, there are problems about the knowledge management that have never been handled. The purpose of this project is to propose a way to implement the customer knowledge management for TRIGO. The research methodology has been conducted through 4 phases include diagnosis phase, benchmarking phase, definition of service standard phase, and the recommendation phase serially. After analyzing the internal needs within the company, researcher found interesting facts about the root cause of the currently inefficient process. The benchmarking phase implied that the well-established current knowledge sharing platform has already been the right answer for the company. However, the full potential has never been squeezed out since it is not only about the tool aspect that needed to be taken into account. The service standard offer phase would create the mental image for the clients in terms of what they can anticipate to get from the provided services offered by the company. After all, the proposed CKM model was proposed in the recommendation chapter as a guideline for the CKM strategy implementation in the future. However, there will still be some facets out of the scope of the project that needed to be further developed and will be described in the paper. Nonetheless, the proposed results have been highly appreciated by the company and the outcomes will become the starting point for CKM system development within TRIGO.