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Customer Relationship Management

Buyers' Guide

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

Select Trend-Setting Products Posted August 23, 2006

Posted August 23, 2006

BEA acquires Flashline Posted August 23, 2006

Information Builders releases Resource Analyzer Posted August 21, 2006

InQuira 7.3 starts making a mark Posted July 19, 2006

Posted July 10, 2006

New solutions from Ultimus Posted July 05, 2006

Tririga unveils new version Posted May 08, 2006

Posted May 08, 2006

New version adds features Posted April 19, 2006

Posted April 17, 2006

TEMIS and Basis partner Posted April 01, 2006

Contact Centers In-Line validated Posted February 01, 2006

Contact Centers In-Line validated Posted February 01, 2006

Posted December 12, 2005

A brand new Posted November 17, 2005

TEMIS and Basis partner Posted November 16, 2005

Posted October 01, 2005

Posted September 01, 2005

Posted September 01, 2005

Posted June 01, 2005