| CATEGORY: Customer Relationship Management |
 |
|
|
|
|
|
|
SOA partnering
KANA, IBM expand alliance
Breaking News,
Posted 19 Mar 2008
|
|
|
|
|
|
|
|
|
|
|
|
KMWorld 100 Companies That Matter in Knowledge Management 2008
So why do these companies matter? Not necessarily because they are the most innovative, but that's a factor. Not because they are ahead of the curve on Enterprise 2.0 initiatives, but that's also a factor.Not because they are the most financially successful (that's not a factor), and not because they have the most efficient marketing engines—that's not a factor either.We have long held that the true essence of knowledge management is an attitude, a single-minded commitment to improvement.
Feature,
Posted 29 Feb 2008
|
|
|
|
|
|
|
|
|
|
|
|
2007 KMWorld Promise and Reality Awards finalists
Selecting winners for these awards gets more difficult each year. When we handed out the first ones at the 2001 KMWorld conference, we received roughly 20 nominations for each category. The number of submissions has grown each year since then; we received more than 175 (both formal and informal) this year, and paring them down to these finalists was especially tough...
Feature,
Posted 01 Nov 2007
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
KMWorld Trend-Setting Products of 2007
Assembling this list is never easy, but for the editorial colleagues, analysts, integrators and select group of users who chose which products belong on it, this year has been especially difficult.
Feature,
Posted 31 Aug 2007
|
|
|
|
|
|
CRM: An Indispensable Tool for Buy-Side Firms
In today’s world, buy-side firms are facing new and rising challenges like never before. These factors not only hinder their ability to grow, but also make the task of managing clients truly difficult. Unfortunately, buy-side firms have been typically underserved in the CRM space because few companies have the expertise...
Article,
Posted 06 Jul 2007
|
|
|
The Inherent Problem With Self-Service
Over the past 10 years, most large organizations have made significant investments in time and money to deploy self-service capabilities. Whole new categories of service automation technologies such as IVR, speech recognition, knowledgebases, natural language search and click-to-chat have found their way into our nomenclature.
Article,
Posted 06 Jul 2007
|
|
|
Doing More with Less in Customer Service
Customer service has emerged as one of the few sustainable differentiators in today’s hyper-competitive markets. The companies winning in this environment are those that provide “standout” customer service, while controlling costs. Over the past 15 years, eGain has collected many innovations and best practices for doing more with less...
Article,
Posted 06 Jul 2007
|
|
|
Making Every Customer Conversation Successful and Satisfying
As companies expand product portfolios, delivering great customer service has become ever more challenging. Product complexity ratchets up the strain: How can every agent possibly know the right answer to every customer question across hundreds of products? Yet without this ability, customer unhappiness increases—along with defection rates.
Article,
Posted 06 Jul 2007
|
|
|
Six Tips for Enhancing the Customer Experience
Customers are the life-blood of any enterprise, and keeping them happy and loyal is a major focus for any organization. The only way to cement success is to ensure that every interaction is an outstanding customer experience. Companies that deliver extraordinary customer experiences demonstrate six common elements...
Article,
Posted 06 Jul 2007
|
|
|
Creating Visibility into KM Programs
New initiatives in knowledge management are common in both technical and transactional support organizations. The goals are generally to improve customer satisfaction while increasing the capacity to handle cases. However, it is difficult to judge success and set strategy because of the lack of “visibility” into the effects of these initiatives. The following is a set of best measurement practices for judging new KM projects, and a metrics dashboard to augment current measurement plans.
Organizations often lack the content to support their contact center’s ability to quickly answer questions or to allow customers to serve themselves.
Article,
Posted 06 Jul 2007
|
|
|
The Customer is Always There!
I need a new cliché. Because I am SO tired of the “10 blind men describing an elephant” story that I could plotz. But the problem is: it’s SO right for describing the market’s apparent conception of customer relationship management (CRM). I had a nice chat with Pete Strom the other day. Pete is general manager of Consona CRM, which is the division of the company that drives the KNOVA and Onyx products. Consona is a relatively new name for the company...
Article,
Posted 06 Jul 2007
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
| Pages: 1 2 3 4 5
Next >> |
|