| CATEGORY: Customer Relationship Management |
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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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2008 KMWorld Promise and Reality award winners
The KM Promise Award goes to a vendor who has risen above the noise enough to make our editors take special notice. The KM Reality award goes to an organization that has applied KM practices and technologies in a unique and special way...
Feature,
Posted 03 Nov 2008
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Contacts and connections: an array of options
Business is built on relationships as much as it is on information, and an increasing number of software options are available to help establish and develop relationships. They range from contact management products that collect information while running in the background to Facebook-like enterprise solutions for proactive sharing of professional information.
Feature,
Posted 11 Jul 2008
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Wealth management
Building better client relationships
Breaking News,
Posted 16 Jun 2008
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