Research on the Construction of Customer-centered Integrative Knowledge Push System

With the transformation of service mode in enterprise from production-centered to customer-centered, improving the knowledge service level of customer service center to better meet customer´s knowledge requirement becomes the key for the success of enterprise. In this paper, the construction of the knowledge push system served for customer service center was described. By the knowledge push system, various kinds of Enterprise application could be integrated and the knowledge service capability of customer service center could be promoted. Firstly, the concept of knowledge push was introduced and the customer-centered knowledge push requirement was analyzed. Then, the construction method of customer-centered integrative knowledge push system was proposed, which included the frame, the running flow and the key implementation technologies of knowledge push system. Finally, an instance analysis was given to illuminate that the customer-centered integrative knowledge push system could effectively improve the work efficiency of customer service center and customer satisfaction.