To provide information to its 15,000 business customers and 15,000 individual customers, Techcombank (TCB), a Vietnamese bank, developed and implemented processes for creating and sharing knowledge. TCB posted information about products and services on its website and distributed brochures and catalogues. Marketing and customer service staff were trained on product knowledge and internal resource experts were appointed to support customers and junior staff and respond to difficult issues. Produc...

BPIR Categories

1.3.1 Build customer relationships
13.1 Develop and manage supplier/customer partnerships
10.1.1 Derive info/KM requiremts from business strategies

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