Read the scenario and answer ALL the questions that follow.

E-commerce businesses are increasingly dependent on quality knowledge management for e-commerce systems for spurring growth, better customer acquisition and retention, and for managing variable customer service expenses. SmartMove is an online food retail company. Currently, management is looking at improving on their knowledge management system to enhance their customer service. In your role as an IT analyst, management of SmartMove has requested the following.
Question 1 (25 Marks)

To include additional features of the Knowledge management system (KMS) to their already existing e-commerce platform, management has requested from you a detailed report highlighting the building of the updated system. Discuss in detail the system development life cycle (SDLC) that the development team would follow when building the updated system (discuss only the FIVE (5) main phases of SDLC).

Question 2 (25 Marks)

Discuss in detail ANY THREE (3) reasons why an online business such as SmartMove should embrace knowledge management for e-commerce.
Elaborate on ANY TWO (2) challenges of knowledge management that the management of SmartMove needs to be aware of. (15 Marks)

Question 3 (25 Marks)

Customer relationship management (CRM) software has been a huge driving force for ecommerce businesses for a number of years now. Discuss any FIVE (5) benefits of CRM for e-commerce businesses such as SmartMove.
Question 4 (25 Marks)

An intuitive knowledge management system can streamline the customer experience process at SmartMove. Discuss ANY FIVE (5) ways Knowledge Management System (KMS) improves customer experience.

Answers to Above Questions on Knowledge Management

Answer 1: 

SmartMove is considering upgrading its existing eCommerce platform by way of integrating knowledge management systems. The successful integration would require a systematic approach to be followed, and system development life cycle (SDLC) is an important way of explaining the steps to be followed in such integration.
1) Planning: In the first stage, it is important to define the objective that needs to be accomplished from integrating knowledge management systems to existing e-commerce platforms, constraints in the process, budget and resources available.
2) Analysis: A critical analysis of the existing system is required in order to identify the ways in which the knowledge management system can be integrated into the existing system of the company. It requires information about the user requirements, business processes and the data structure.
3) Design: The designing face requires the project team to create an updated system based on the analysis. This stage includes designing the system architecture, interface and data structure.

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