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Customer Relationship Management

Good self-service options can provide your organization and customers with significant benefits. Online consumers can get answers and acquire the services they need quickly and directly, while your organization can be responsive and efficient in assisting them when they need it. Since online self-service is a fraction of the cost of assisted channels, it is by far the least expensive. Done well, it can help ease customer effort, reduce operating costs, and even differentiate your business through superior service delivery… Posted April 28, 2016

We live in an increasingly self-service world. From pumping our own gas to making our own travel arrangements, our expectations of service have changed. We increasingly accept the concept of customer service without an intermediary. We choose our own products without anyone standing between us and what we want to buy. We don't need a sales clerk to take a product from a shelf and show it to us. We expect to be able to touch the merchandise. We can do it ourselves. We want to do it ourselves… Posted April 28, 2016

New capabilities help businesses predict customer loyalty and glean social media insights for better outcomes Posted April 27, 2016

Cloud-based site search delivers the best information to site visitors Posted April 27, 2016

Document Cloud storage integrations with Box and Microsoft OneDrive make it easier to access and work on PDF files Posted April 26, 2016

Provides Verint customers with a reliable solution for archiving media and metadata Posted April 25, 2016

Intuitive digital marketing hub brings together all available information, including online interactions and offline behavior Posted April 21, 2016

The partnership allows both companies to offer users a solution for managing and accessing data Posted April 20, 2016

Magnitude ONE offers a more accurate and consistent way to gain insights from customer data Posted April 08, 2016

Experts form consortium to drive and promote innovations in cognitive computing, artificial intelligence (AI), and machine intelligence Posted April 06, 2016

Kofax TotalAgility 7.3 offers improved customer engagement, increases competitiveness, and streamlines operations Posted April 05, 2016

ID Double Check service aims to improve remote identity verification in the EU and U.S. Posted April 05, 2016

Single Customer View software links customer knowledge across systems of records, interactions, and big data Posted March 31, 2016

Machine learning technology evaluates customer comments to quickly uncover hidden trends and topics Posted March 18, 2016

New release simplifies the process of accessing Oracle E-Business Suite data for strategic reporting Posted March 18, 2016

The acquisition of Content Analyst Company LLC will help kCura to meet the changing needs of the e-discovery industry Posted March 17, 2016

New solution profiles a firm's knowledge, experience and relationships Posted March 15, 2016

New DocAve Governance Automation release enhances lifecycle operations Posted March 08, 2016

As knowledge management evolves, so does our list of 100 Companies That Matter in KM. Posted March 01, 2016

Acquisition of Contact Solutions adds real-time, contextual self-service software Posted February 22, 2016

Solution automates invoice processing for SMBs Posted February 18, 2016

Trillium Refine helps users gain insights into customer behavior, market opportunities, and risk exposure Posted February 16, 2016

New solution leverages coding for big data, semantic analysis of text, and visualization techniques Posted February 16, 2016

Web content solution deployment facilitates accurate, real-time information for callers to make informed healthcare choices. Posted February 12, 2016

Digital marketing platform improves campaign functionality Posted February 10, 2016

Enterprise content management and business process management are converging Posted February 09, 2016

Video and transcript from from the keynote at KMWorld 2015. Susan E. Feldman (CEO, Synthexis Cognitive Computing Consortium), a long-time technology analyst, discusses a new innovative approach to knowledge management that addresses the complex problems enterprises face today. Posted February 05, 2016

New solution enables enterprises to automate and tailor their customer onboarding processes Posted February 02, 2016

The combination of capabilities will become the foundation of new healthcare solutions Posted January 28, 2016

D&B Credit provides simple search and filtering capabilities Posted January 27, 2016

Magneto Commerce Order Management enables retailers to deliver orders faster and easier than before Posted January 27, 2016

RapidMiner enables Tableau users with limited data science skills to generate their own predictive results Posted January 26, 2016

File It 4.0 enables users to quickly create, access, and manage contracts and customer materials from a secure repository Posted January 25, 2016

Ministries will integrate BPM platform with its customer relationship management and enterprise resource planning systems. Posted January 18, 2016

In a deal that is slated to close in Q1 2016, NICE Systems is purchasing customer analytics vendor Nexidia Posted January 14, 2016

eMDoc will allow doctors to have real-time access to patient records Posted January 12, 2016

Able to translate personalized content across the globe, ensuring consistent, high-quality customer experience. Posted January 11, 2016

A $50 million investment in Series D funding will help propel Sisense's growth and innovation in big data analytics for business decision makers Posted January 11, 2016

New solutions address the need for instant access to information no matter where it is stored in an increasingly mobile, social, and connected world Posted December 16, 2015

University improves student retention rates and customer experience with CRM integration. Posted December 14, 2015

New mobile application provides visual analytics, reporting, and dashboarding Posted December 07, 2015

Digital Experience Cloud blends Ektron and Episerver Posted November 19, 2015

Clarabridge delivers faster value from customer feedback data Posted November 12, 2015

Multi-channel customer service and support Posted November 11, 2015

Releases Experience Platform 8.1 Posted October 20, 2015

We are a country full of busy people on the move. We're migrating in greater numbers to urban areas, and we also travel more for work and pleasure. For the most part, we plan our own travel and are always on the look out for ways to soften our landing in a new place or streamline our daily routine. Our smartphones are the new travel agent and concierge, helping us find the best sushi, the cheapest place to stay, and the easiest way to get around. And as they say, "there's an app for that." Posted October 19, 2015

The customer experience encompasses a wide range of activities, from the moment of an initial search for a product or service to marketing, sales and follow-up care. A diverse range of technologies supports customer experience management for each of those phases. Posted October 01, 2015

Supporting citizen engagement, service case management and resolution Posted September 28, 2015

Self-service technology, whether in store or online - is a value add today's connected customer has come to expect. With competition plentiful and differentiation difficult, one bad customer experience can be the difference between a loyal customer - that keeps spending with your brand - and a dissatisfied customer that takes their business elsewhere and never comes back. Posted September 28, 2015

Personalized real-time communications with customers Posted September 22, 2015
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