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Customer Relationship Management

Buyers' Guide
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We published our first KMWorld Trend-Setting Products list nearly a decade-and-a-half ago because we wanted to bring some clarity to the sometimes elusive knowledge management needs of our subscribers. Posted September 01, 2015

"Cognitive computing is the solution to big data. Companies are collecting a lot of information and are having trouble processing it, but if there is a cognitive layer you can more accurately detect an issue." Posted September 01, 2015

Launches new version of Lily Enterprise Posted August 18, 2015

Adds community software to customer experience platform Posted August 17, 2015

While that might sound like a simple question - and one that would provoke a flippant response along the lines of ‘well yes, we've been mobile for years' - what it means to be truly mobile is changing so your customer service might not be as ready as you previously thought… Posted August 17, 2015

Assessing sales rep knowledge, behavior Posted August 10, 2015

Toward seamless global customer experiences Posted August 04, 2015

New digital experience delivery model Posted June 30, 2015

Hybris unveils Financial Services Accelerator Posted June 09, 2015

Delivering enhanced Salesforce implementation Posted June 05, 2015

Real-time social customer service and engagement Posted May 29, 2015

Boosts KM adoption Posted May 22, 2015

Completely redesigned user experience Posted April 20, 2015

Behavior-based automated programs Posted April 13, 2015

Speeds translation for enhanced customer experiences Posted April 07, 2015

Extends customer engagement Posted March 24, 2015

Delivers contextually relevant content to consumers Posted March 23, 2015

Blends Telerik Sitefinity CMS and Sitefinity Digital Experience Cloud Posted March 18, 2015

Unify customer information in cloud and on-premise systems Posted March 03, 2015

Acquires Aia Holding, enhances smart process applications Posted March 02, 2015

For us here at KMWorld, knowledge management is an attitude, an approach, not an application, and that's what we're celebrating with this list—companies that offer the tools to analyze, augment, enhance, manage and extend information assets to maximize potential for organizations of all sizes. Posted March 01, 2015

Boosts supply chain insights Posted February 27, 2015

Optimizing customer management Posted February 19, 2015

Real-time one-to-one marketing across all touch points Posted February 12, 2015

Major software companies have added marketing automation products to their suites.... Personalizing messaging and performing complex workflows are important characteristics of marketing automation. Posted January 30, 2015

Not that long ago, the "customer experience" might have been a trip to the store to purchase an item and a subsequent conversation with a call center to inquire about how to get the item repaired. Now it usually entails online research to compare features and prices, a look at ratings by other customers, purchase of the product from a store or e-commerce site, and a round of technical support by phone, e-mail or chat. Posted January 30, 2015

SDL announces V. 2.0 of its Customer Experience Cloud Posted January 28, 2015

Full cloud-based digital experience platform Posted January 27, 2015

Alliance formed to enhance decision-making Posted January 14, 2015

"In a different way, customer support has become personal again." Posted December 30, 2014

Accusoft releases Prizm Content Connect 9.2 Posted December 23, 2014

New integrations with marketing automation systems Posted December 18, 2014

Offers improved engagement, performance Posted November 24, 2014

360-degree view of members across channels Posted November 19, 2014

Assisted- and self-service customer engagement solutions Posted November 13, 2014

KANA releases latest version of Enterprise Posted November 10, 2014

Introduces Sales Accelerator Posted October 15, 2014

Drive customer retention while guaranteeing compliance Posted October 13, 2014

Founded 80 years ago, Aeromexico is the largest airline operating in Mexico. The company built its reputation on service, but when low-cost airlines entered the market about 10 years ago, Aeromexico began experiencing intense competition. "Our costs were higher than those of the new airlines," says Edouard Piquet, senior VP of customer experience at Aeromexico, "and our customer service was not at the level it needed to be in order to create strong customer loyalty." Posted September 29, 2014

Introduces new marketing application Posted September 10, 2014

In the ongoing quest to improve performance, organizations have sought reductions in process cycle times, enhancements in supply chain efficiency, greater quality assurance and many forms of cost savings. Recently, interest in obtaining better measures of advertising campaign performance has shown a noticeable uptick. Posted September 01, 2014

PowerDocs for the Salesforce1 Mobile App incorporates ERP, CRM data Posted August 11, 2014

Customer experience management with integrated commerce solution Posted August 06, 2014

To acquire Exony to add contact center management and voice analytics Posted July 30, 2014

Central SaaS platform for consumer campaigns Posted July 29, 2014

Introduces Sitecore Social Powered by Komfo Posted July 14, 2014

RightAnswers launches SmartService Posted June 30, 2014

Moxie Software rolls out new solution Posted June 27, 2014

Full suite of operational modules suitable for e-commerce Posted June 25, 2014

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