Knowledge Management - KMWorld Magazine

TheBrain gets more personal

PersonalBrain 6 released Posted October 11, 2010

It takes a community

Free wiki software Posted October 06, 2010

DITA comes of age

SDL announces Trisoft 2011 Posted September 29, 2010

Enhancing B2B e-commerce

Bridgeline Digital releases iAPPS V4.5 Posted September 29, 2010

In downturn, KM uplifts travel industry

Faced with a deep recession, increased security concerns and a growing propensity by travelers to cut back on their vacation and other discretionary spending, firms in the travel industry have discovered knowledge management solutions help them handle the downturn while some of their competitors close their doors... Posted September 29, 2010

The underutilized resource beyond lists

Posted September 29, 2010

Connecting users to knowledge

TEMIS offers free download Posted September 27, 2010

Extending e-discovery

Clearwell Systems' new platform Posted September 20, 2010

Analyzing information to save a species

Posted September 20, 2010

CRM meets CPM

Customer process management Posted September 15, 2010

Agile financial planning

Adaptive Planning rolls out Version 7.0 Posted September 15, 2010

Managing SharePoint

Open Text's full-service offering Posted September 08, 2010

Trend-Setting Products of 2010
ABBYY USA, EXSYS, eGain, FatWire

Posted September 01, 2010

Trend-Setting Products of 2010
Fabasoft and FTI Technology

Posted September 01, 2010

Trend-Setting Products of 2010
Applied Knowledge Group and
Bridgeline Digital

Posted September 01, 2010

KMWorld Trend-Setting Products of 2010

Just as in the past, assembling the Trend-Setting Products list is a collaborative effort with colleagues, market and technology analysts, KM theoreticians and practitioners, customers and a select few savvy users in a variety of disciplines... Posted September 01, 2010

SharePoint|The Reality Series 5
The SharePoint maturity model

In the adoption of SharePoint, a four-stage maturity model is a great way to determine where knowledge gaps exist, what facets require additional education and how to help people expand their use of SharePoint... Posted September 01, 2010

Teamwork pays off for government and industry

Partnerships between public and private sectors improve the range of services available to citizens and make efficient use of resources. About 200,000 people leave the military each year, and many face difficulties when transitioning back to civilian life. They may have medical or housing needs, or require job training to become employable. Each branch of the military provides resources to assist with the transition, but they may not encompass all the services military personnel require to experience a successful transition... Posted September 01, 2010

The long form of webby knowledge

We have a very clear idea of what knowledge looks like in this culture, especially at its high end. At its low end, the picture gets fuzzy... Posted September 01, 2010

Navigate semantically

Open Text introduces new tool Posted August 23, 2010

BP Logix rolls out Process Director 2.0

Business analytics, process optimization Posted August 23, 2010

Virtual data center for law firms

Worldox CompleteCloud Posted August 23, 2010

Personal business intelligence

The cloud opens up Posted August 18, 2010

Uniting to facilitate brain research

Posted August 18, 2010

Another feather in IBM’s cap

Boosts content capture, management and flow Posted August 16, 2010

Leverage from Applied Discovery

Early case assessment, review and metrics Posted August 16, 2010

Simplifying e-discovery collection

Integreon announces Seek & Collect appliance Posted August 11, 2010

Partnering for SharePoint

AvePoint and Summit 7 Systems Posted August 11, 2010

An acquisition for analytics

IBM closes on Coremetrics Posted August 04, 2010

Getting a grip on social media

Nextpoint introduces Cloud Preservation Posted August 04, 2010

Facilitating physics searches

New thesaurus for online articles Posted August 04, 2010

A new day for Adobe

Will add WCM vendor to software portfolio Posted July 28, 2010

KM for SharePoint

Wall Street Network introduces Insight Posted July 26, 2010

Memphis fights crime with predictive analytics

Posted July 26, 2010

Toward a smarter workplace

Metastorm enhance EA, BPA and BPM Posted July 21, 2010

DAM from Documentum

EMC reveals Media WorkSpace Posted July 14, 2010

Modeling goes to the cloud

Metastorm M3 features collaborative capabilities Posted July 14, 2010

Learning on the go

SumTotal unleashes ToolBook 10.5 Posted July 12, 2010

Inside the head of your customer

New behavioral marketing service Posted July 12, 2010

Financial services: Real-time fraud countermeasures

From the simple to complex, fraud committed against financial institutions costs them and their customers billions of dollars per year... Posted July 03, 2010

Waiting for the fluid book format

Books are complex. Let's hope someday our standards live up to them... Posted July 03, 2010

eTouch SamePage announces V. 4.3

Adds content-, document-management capabilities Posted June 30, 2010

Intellectual property firm eases e-discovery

Posted June 30, 2010

Five Big Customer Service Mistakes
And How to Avoid Them

Companies that are considered the gold standard for customer service wield it as a powerful differentiator, enabling them to distance themselves from competitors. There are common denominators these leading companies use to make their reputations. By adhering to best practices in service delivery, they're set up to provide a superior experience each time a customer contacts them using that opportunity to deepen the relationship, for increased loyalty, retention and revenues... Posted June 29, 2010

Top Three Myths of KM for Customer Service

We labor under the misguided notion that when it comes to customer- and self-service, content is king. The more you have, the better. But many corporate efforts designed to enhance service options fail the very people they were designed to help: the customers. In a typical Fortune 500 company, there are hundreds of thousands of "digital artifacts" representing the internal "knowledge" of the organization. This collection of artifacts is captured by CRM and ECM solutions... Posted June 29, 2010

Fix it For Me!
Staying Ahead of the Customer Sat Curve with
Proactive Technology

When you think about reducing customer service costs and cutting margins while improving your service levels, most people go right to the concept of self-service. It's true that with an effective knowledge management solution and self-service portal, you can achieve these goals. You're harnessing knowledge of known issues and deflecting them to your self-service portal. In today's instant gratification world, customers prefer the convenience and immediacy of fixing it themselves... Posted June 29, 2010

Information Optimization for Customer Service
Successful Information-Centric
Approach to Improving the Bottom Line

Few activities affect the bottom line as much as customer service. Regardless of industry or type of business, customer satisfaction and retention, new customer acquisition and average revenue per customer are critical factors. At a time when many products and services are being commoditized and subjected to fierce competition from around the world, customer service remains one of the surest ways that companies can differentiate from competitors. And on the risk side of the equation... Posted June 29, 2010

Harvesting Social Knowledge for Customer Service

Community-based knowledge creation for customer service is not that new. However, enabled by the ubiquity and ease of use of the Web and the availability of social-networking tools, it has gone to a whole new level, leading to the coinage of the term "social knowledge." While more prevalent in B2C sectors, social knowledge is also starting to matter in B2B sectors.
How can companies harvest the best of social knowledge...? Posted June 29, 2010

Six Keys to KM Success
Lessons Learned from the Global 2000

Customer service has emerged as one of the few remaining differentiators that businesses can sustain over time. Companies that are winning in this environment provide "stand-out" customer service by using knowledge to empower contact center agents and drive self-service interactions.
In delivering KM solutions to world-class contact centers and self-service operations for more than 15 years, we have compiled hundreds of best practices... Posted June 29, 2010

Five Key Benefits
Using Knowledge Management in Customer Service

As products become more complex and companies support broader product portfolios, the challenges of quickly and efficiently resolving customer issues multiply. The result is fewer cases are resolved with the first call. Even with significant technology investments, Technology Services Industry Association (TSIA) members report a 24% net decrease in first-call resolution between 2003 and 2010... Posted June 29, 2010

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