The American customer service

Running head: KNOWLEDGE MANAGEMENT
KNOWLEDGE MANAGEMENT
Name of the student
Name of the university
Author Note

1KNOWLEDGE MANAGEMENT
Introduction
Knowledge Management can be defined as the process of creating, sharing, utilizing and
managing the information or knowledge of a commercial (or a non commercial) organization
(Dalkir 2013). Knowledge management is a multidisciplinary and multidimensional approach
which utilizes the knowledge or information in the best possible ways to achieve the goals or the
objectives of the respective organization (Becerra-Fernandez and Sabherwal 2014). The
respective paper is a report about the knowledge management condition and strategy of the
American customer service software company Zendesk along with the recommendations that
might be made to the organization in terms of its strategic and knowledge gaps. The respective
paper exhibits the significance of knowledge management and its strategies, introspects and
analyzes the strategy of the respective company Zendesk.
Background
Overview of the company
The company Zendesk is a customer service software enterprise which has its
headquarters in California, USA. The company was founded in America in the year 2007 and
provides employment to 2000 individuals and professionals while catering the needs of more
than 119,000 customers in almost 150 countries across the globe. The company has global
employees of approximately 3000 in number. The company is a diverse and innovative
enterprise that seeks to cater the needs of all communities across the globe. Zendesk provides
software solutions to the new and innovative customers in various fields of study, profession and
work (Zendesk.com.2019).
Organizational Objectives

2KNOWLEDGE MANAGEMENT
The objectives of the company Zendesk is to provide effective and expertise service to
the customers with deep knowledge of the products to provide the customers, a differentiated
experience. Zendesk, with the help of its best strategic designs and premium service, the
objectives of the company is to provide the maximum output to the customers through the
company. Zendesk seeks to provide a completely unique yet effective experience to the global
customers along with extension of its business in a wider context (Zendesk.com.2019).
Knowledge Management Strategy
Knowledge management can be defined as the method of creating, sharing, utilizing and
managing the information or knowledge of a commercial (or a non commercial) organization.
Knowledge management is a multidisciplinary and multidimensional approach which utilizes the
knowledge or information in the best possible ways to achieve the goals or the objectives of the
respective organization. The efforts of knowledge management quintessentially focus on the
goals and objectives such as performance of the organization, competitive and comparative
advantage, innovation and renovation, integration and a continuous improvement of the
organization. Knowledge and information is an asset to the organization and therefore, it
demands protection, management and maintenance. Intellectual properties of an organization is
considered to be a boon for the organization as it gives valuable knowledge and insights which
are further utilized in building and implementing strategies. Knowledge management has turned
into an academic discipline in the contemporary times and all the organizations throughout the
globe are taking up knowledge management strategies in order to survive and thrive with
efficiency and higher level of performance in the fiercely competitive world (Noruzy et al.
2013).