Knowledge management (KM) is the structured process of capturing, storing, organizing, and sharing valuable information within an organization. Effective KM ensures that employees have quick access to relevant insights, improving decision-making, collaboration, and efficiency. In CRM, knowledge management plays a crucial role in maintaining accurate customer records, optimizing support workflows, and enabling teams to share best practices. AI-driven knowledge management systems (KMS) help automate knowledge retrieval, ensuring that information is up to date and accessible. Implementing KM reduces redundancy, enhances productivity, and drives innovation across business functions.