| CATEGORY: Customer Relationship Management |
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Customer experience and sentiment analysis
For many companies, the burgeoning text analytics approach of sentiment analysis is becoming a critical component of their overall strategy, giving them a much needed assist to stay responsive to customers, market opportunities and trends...
Feature,
Posted 01 Feb 2010
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KANA deal done
Accel-KRR closes acquisition
Breaking News,
Posted 06 Jan 2010
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Getting "formal"
SDL Tridion enhances online interaction
Breaking News,
Posted 02 Dec 2009
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Truth or Myth?
The Realities of Social Knowledge Management
Social knowledge management (SKM), spawned by Web 2.0 and energized by the new economy, is changing the way we think about traditional knowledge management (KM). Like any new approach to age-old problems, it's sometimes hard to separate fact from fiction.Everyone can agree that at its core, a successful SKM strategy starts with a knowledge repository where content is managed and accessed, and that it's critical to enhance that experience through the "wisdom of the community..."
Article,
Posted 07 Jul 2009
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Social Computing Plus Product Development
Facebook Meets CAD? Not Exactly...
Today, more than ever, new technologies and the movements that go with them seem to become ubiquitous in a flash. Take social networking. It's difficult to remember a time when there wasn't at least one mention of MySpace, Facebook or Twitter either in the news, in a chat with friends or even at the dinner table. And whether you've just heard about it during water cooler conversation, or like so many other people you've begun encountering long-lost...
Article,
Posted 07 Jul 2009
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Successful Enterprise Social Computing Adoption
The seismic success of Facebook, Wikipedia, Twitter and other social computing tools sets the bar pretty high for social computing initiatives within the enterprise. Though viral in the consumer realm, social computing tools require careful handling—and sometimes a little push—to achieve the desired results in a business context. What businesses typically expect out of social computing tools are powerful new ways to discover expertise...
Article,
Posted 07 Jul 2009
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Enabling Organizational Agility
Social Networking and Extended Enterprise Collaboration
Social computing tools including blogs, podcasts, wikis, RSS feeds and tagging, as well as networking capabilities similar to those on Facebook and LinkedIn, are increasingly finding their way into the enterprise. Tools like these can help knowledge workers get work done more efficiently and cost effectively. They also make collaboration across different companies ("the extended enterprise") easier and much more efficient. Social collaboration technologies...
Article,
Posted 07 Jul 2009
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The New World of Social Media
Enterprise 2.0 in Action
The world of work is changing. Disruptive forces are at play in business and are compelling organizations to rethink traditional content communication and the way we define an information worker. We must address these disruptive forces to stay competitive, deliver services, manage risk and costs and protect the corporate memory resident in employees and applications. A more social workplace and marketplace raises productivity even as resources become scarce...
Article,
Posted 07 Jul 2009
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When Did Everyone Get So Nice?
Social Networks Deliver on the KM Promise
"I love you ... You love me ... We're best friends like friends should be..."The Barney theme song haunted me for years. My kids—like most kids—were Barney robots, and parked in front of the tube every morning to see the purple dinosaur frolic meaningfully in his carefully diverse neighborhood. And every morning, at the 28:30 minute mark, my two kids would coming running into the kitchen screaming, "Mommy! Daddy! The song! The song!" And we would dutifully drop whatever we were doing and come to the TV to sing along with them...
Article,
Posted 07 Jul 2009
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Google and Salesforce: composite applications for better enterprise lift
Google, the giant in Web search, introduced a service that allows friends to "see" one another's location on their respective mobile devices. The service, a component of Google's social networking services, has different facets. The Latitude feature plots friends on a Google Map. The Connect feature makes it easy to join a community. Those new offerings keep Google in step with similar offerings from online vendors designed for the young and those young at heart. Google and Salesforce.com have taken an important step...
Feature,
Posted 03 Jul 2009
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KM and Customer Service Key Performance Indicators
Given the harsh economy, service organizations face enormous pressure to provide exceptional customer service at lower cost. Organizations are struggling to deliver interactions that drive customer satisfaction and retention with fewer resources and dollars. Knowledge management (KM) has repeatedly proven its ability to simultaneously improve service quality and reduce costs...
Article,
Posted 01 Apr 2009
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The Secret to Containing Costs and Improving Service
Customer care contact centers and IT departments in large and small enterprises across the world are being asked to tighten their budgets—without sacrificing customer service or business productivity. We've all been there: Struggling to find a way to get more out of our contact center and help desk agents; looking for new ways to get calls out of queues; and begging other departments to pitch in...
Article,
Posted 01 Apr 2009
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”Doing KM” vs. “Implementing a Knowledgebase”
Knowledge management can be a key enabler for service and support. Used internally, knowledge helps staff answer more questions with more confidence and accuracy, shortens time to resolution, increases consistency and reduces escalations. Used externally, knowledge deflects repetitive cases and helps customers solve their own issues quickly and easily...
Article,
Posted 01 Apr 2009
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Knowledge Management for “Stand-Out” Customer Service
Six Best Practices 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...
Article,
Posted 01 Apr 2009
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Knowledgebase Enables Service
Siemens Resolves Customer Issues in Multiple Languages
According to the Service and Support Professional Association (SSPA), 80% of the time and costs for service support lies in problem resolution. Problem resolution management still remains an art, and the task is becoming increasingly difficult because products are becoming more complex, the range of product to support is becoming wider and there is a high staff turnover...
Article,
Posted 01 Apr 2009
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Smart CRM
A Game-Changing Investment for Tough Times
The role of customer service in an organization has probably never been more difficult—or more critical to an organization's survival. In recent months, most customer service organizations have seen operational budgets cut in the neighborhood of 20%. In addition, the customer is getting more dynamic and challenging to serve, with internal reorganizations, bankruptcies and mergers all taking place...
Article,
Posted 01 Apr 2009
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From Service to Experience
The Evolution of the “You” and “Your Customer” Interaction
I am always a little dubious when marketers update the way in which we refer to time-honored traditions. A recent case in point would be how "search" has become "information access." Why is that an improvement? Another one that MIGHT fit the category would be "customer experience" as a euphemism for customer service. Except that I think it is not. Here's the thinking: "Customer relationship management" implies...
Article,
Posted 01 Apr 2009
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KMWorld 100 Companies That Matter in Knowledge Management
Publishing this list is the most difficult project KMWorld undertakes every year, and I've been heading the effort since it began in 2000. Our somewhat informal judging process taps the individual and collective wisdom of colleagues, analysts, system integrators and even a selected group of users...
Feature,
Posted 01 Mar 2009
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