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KNOWLEDGE MANAGEMENT SYSTEMS AND CRM (600 words)

In answer to the challenges Nelnet faces in servicing a growing volume of student loans, the company chose to deploy a knowledge management system called OpenText Process Suite. Go online and investigate the features and capabilities of this suite of software products. 

1. What functions does Open Text provide that can augment and assist customer relationship management (CRM) systems? 

2. Find and briefly summarize a customer success story of an organization that integrated Open Text with its CRM system.