... risk of being left behind.Simply, CRM is a high-tech way of gathering mou-ntains of information about customers, then usingit to make customers happy—or at least a source of more business. ... kinds of issues,particularly, identifying and creating knowledgeelements from various sources, codifying, storingand disseminating knowledge, and utilizing thisknowledge in problem solving ... onbehalf of human users to perform laborious androutine tasks such as locating and accessing neces-sary information, resolving inconsistencies in theretrieved information, filtering away irrelevantand...