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Customer Relationship Management

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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

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

Siderean's Seamark Navigator 4.5 Posted May 14, 2007

Expands professional services capabilities Posted May 09, 2007

Posted March 01, 2007

About a year ago, Dr. Michael Koenig wrote in these pages that unlike many business “fads,” knowledge management didn’t fall into the typical 10-year pattern of boom and bust, with four or five years of explosive growth, followed by a slightly longer period of almost equally dramatic decline. His conclusion: KM is here to stay. Posted March 01, 2007

KANA's KM Solution Posted March 01, 2007

KANA launches on-demand solutions Posted January 22, 2007

Posted January 15, 2007

About 11 years ago, a group of us were starting to ask ourselves whether all this "information management stuff" might have a greater purpose than merely to store information in a file server somewhere. That maybe—just maybe—information could be applied to the type of work and to the level of decision-making taking place in business at such a famously accelerated pace. And in providing that information to the right person at the right time, the promise of a truly knowledge-based economy could be realized. In the 10 years since ImagingWorld became KMWorld magazine, we've tried to address the discipline (practice? theory? religion?) of knowledge management from each of its well-known constituent components—people, process, technology. Posted January 01, 2007

Integrates with SharePoint 2007 Posted November 13, 2006

Instranet releases CCIL 5.5 Posted November 06, 2006

In the five years we have offered the KM Promise and Reality Awards, we have received more than 1,000 submissions. Some of them described exquisite triumphs of technology and implementation; some of them sheer folly... Posted October 27, 2006

Posted October 18, 2006

Select Trend-Setting Products Posted August 23, 2006

Select Trend-Setting Products Posted August 23, 2006

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