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Customer Relationship Management

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... Posted April 01, 2009

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... Posted April 01, 2009

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... Posted April 01, 2009

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... Posted April 01, 2009

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... Posted April 01, 2009

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... Posted April 01, 2009

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... Posted March 01, 2009

eTouch offers on premises, multi-tenancy deployments Posted February 23, 2009

InQuira releases Version 8.1 Posted December 17, 2008

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... Posted November 03, 2008

Axcelerate 3.0 from Recommind Posted September 04, 2008

Adds strong knowledgebase Posted August 25, 2008

Attivio's Active Intelligence Engine Posted August 04, 2008

PersonalBrain 4.5 released Posted August 04, 2008

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. Posted July 11, 2008

Coveo previews G2B for CRM Posted July 02, 2008

Clarabridge upgrades platform Posted July 02, 2008

NewsGator enhances Social Sites Posted June 16, 2008

End-to-end XML content management Posted June 16, 2008

Building better client relationships Posted June 16, 2008

Vignette releases three new products Posted May 20, 2008

KANA, IBM expand alliance Posted March 19, 2008

StreetSmart Version 2 Posted March 19, 2008

Posted February 29, 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. Posted February 29, 2008

Attensity unveils VoC On-Demand Posted February 25, 2008

Deal worth $8.5 billion Posted January 16, 2008

Posted November 28, 2007

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... Posted November 01, 2007

Posted October 29, 2007

New service from Northern Light Posted September 26, 2007

Infinity Info Systems: Contact Management Solutions, IntelliSearch: IntelliSearc Platform 2.0, ISYS: ISYS 8 Enterprise Search Suite, KANA: Response for Email Management Posted August 31, 2007

Connotate: Agent Community GEN2.0, Copyright Clearance Center: Rightsphere, Coveo: Coveo Audio Visual Search, eGAin: eGain OnDemand Posted August 31, 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. Posted August 31, 2007

Posted July 12, 2007

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... Posted July 06, 2007

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. Posted July 06, 2007

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... Posted July 06, 2007

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. Posted July 06, 2007

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... Posted July 06, 2007

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. Posted July 06, 2007

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... Posted July 06, 2007

Enhanced functionality for cxReveal and cxVerify Posted June 11, 2007

Enterprise customer engagement Posted June 04, 2007
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