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Customer Relationship Management

Of closets and stores... In the words of a leading analyst I talked to recently, content management is a bit like an organized information closet. It provides a way to create and store documents, HTML pages and other types of content. It includes things like version tracking and approval processes. It tags and classifies information, often grouping knowledge by domain. All in all, it provides a cost-effective way to create and organize information. . . . Posted October 16, 2011

My trip up the learning curve for SharePoint is practically Sisyphean. Every time I think I've got my head wrapped around it, I find out... not quite, buster. Not the using of SharePoint—that's easy as pie. It's everything else that my former boss would have called "the surround stuff". . . . Posted October 16, 2011

Lagan unveils new suite which helps customers to harness the power of the many smart phone, Web and social media applications.. Posted October 12, 2011

New Service Case Manager capabilities Posted September 21, 2011

Posted September 01, 2011

Also announces acquisitions for migration and security Posted August 23, 2011

Unleashes AIE XT Modules Posted August 22, 2011

Text extraction for customer experience management Posted August 22, 2011

Secure form-filling assistance Posted August 18, 2011

Secure form-filling assistance Posted August 15, 2011

Boosts agent-assisted and Web self-service capabilities Posted August 01, 2011

Celebrating KM Promise and KM Reality Posted July 28, 2011

Designing a business process management (BPM) application to address your organization's document processing challenges can be overwhelming. Using a "case management" construct as an organizing principle can often simplify the challenges associated with complex decision-intensive processes. The theory and practice of case management can be applied to every industry. . . . Posted July 05, 2011

Providing customer service used to be easy-customers showed up at your door or called you on the phone. But the explosion of channels has changed service delivery as customers now live a multi-channel life and easily shift from self-service, to the phone, email, chat, IVRs, store visits and kiosks to get help. . . . Posted July 05, 2011

The "customer experience" is the sum of all the interactions that a customer has with your company. It defines your company in terms of how easy or difficult it is to do business with, the quality of its products and services, and whether or not it cares about its customers. Ultimately, the customer experience determines how long customers will continue to do business with your company. . . . Posted July 05, 2011

People naturally want to share what they know. Customer service and support teams share knowledge every day, with email, shared drives, instant messaging and by just popping their head over a coworker's cubicle. Best practices like knowledge-centered support (KCS) make knowledge sharing a simple and effective part of the job. So, doing knowledge management right should be easy... but it's not. . . . Posted July 05, 2011

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 July 05, 2011

Today's support executives are awash in an ocean of data. According to the Technology Services Industry Association (TSIA), on average, its members receive more than 51,000 support incidents across phone, email, Web chat and online outlets, every month! Each of these customer interactions are filled with critical information about your products and services that could be shared across your support organization. . . . Posted July 05, 2011

There are so many channels for customers to reach us, and so many ways in which to interact, that it is unclear whether the "contact center" or the "Web group" or the "marketing department" or the "salesforce" is in charge. Guess what. They all are, at any given point in the day or night. And each of these organizational groups has its own motives, its own directives and its own metrics for success. . . . Posted July 05, 2011

Boosts Web experience management capabilities Posted June 22, 2011

Technology and marketing alliance Posted June 06, 2011

Posted May 28, 2011

Acquires Springboard Research Posted May 16, 2011

Interactive marketing from EPiServer Posted April 11, 2011

Launches SDL Tridion 2011 Posted February 02, 2011

No infrastructure lock-in Posted January 12, 2011

Posted January 07, 2011

Extend agreement for direct marketing solutions Posted January 05, 2011

Posted January 05, 2011

Captures sales intelligence Posted November 03, 2010

Posted October 27, 2010

PersonalBrain 6 released Posted October 11, 2010

Attensity offers Respond for Social Media Posted October 06, 2010

Faced with a deep recession, increased security concerns and a growing propensity by travelers to cut back on their vacation and other discretionary spending, firms in the travel industry have discovered knowledge management solutions help them handle the downturn while some of their competitors close their doors... Posted September 29, 2010

More than 600 changes and improvements Posted September 27, 2010

Customer process management Posted September 15, 2010

Just as in the past, assembling the Trend-Setting Products list is a collaborative effort with colleagues, market and technology analysts, KM theoreticians and practitioners, customers and a select few savvy users in a variety of disciplines... Posted September 01, 2010

New behavioral marketing service Posted July 12, 2010

Companies that are considered the gold standard for customer service wield it as a powerful differentiator, enabling them to distance themselves from competitors. There are common denominators these leading companies use to make their reputations. By adhering to best practices in service delivery, they're set up to provide a superior experience each time a customer contacts them using that opportunity to deepen the relationship, for increased loyalty, retention and revenues... Posted June 29, 2010

We labor under the misguided notion that when it comes to customer- and self-service, content is king. The more you have, the better. But many corporate efforts designed to enhance service options fail the very people they were designed to help: the customers. In a typical Fortune 500 company, there are hundreds of thousands of "digital artifacts" representing the internal "knowledge" of the organization. This collection of artifacts is captured by CRM and ECM solutions... Posted June 29, 2010

When you think about reducing customer service costs and cutting margins while improving your service levels, most people go right to the concept of self-service. It's true that with an effective knowledge management solution and self-service portal, you can achieve these goals. You're harnessing knowledge of known issues and deflecting them to your self-service portal. In today's instant gratification world, customers prefer the convenience and immediacy of fixing it themselves... Posted June 29, 2010

Few activities affect the bottom line as much as customer service. Regardless of industry or type of business, customer satisfaction and retention, new customer acquisition and average revenue per customer are critical factors. At a time when many products and services are being commoditized and subjected to fierce competition from around the world, customer service remains one of the surest ways that companies can differentiate from competitors. And on the risk side of the equation... Posted June 29, 2010

Community-based knowledge creation for customer service is not that new. However, enabled by the ubiquity and ease of use of the Web and the availability of social-networking tools, it has gone to a whole new level, leading to the coinage of the term "social knowledge." While more prevalent in B2C sectors, social knowledge is also starting to matter in B2B sectors.
How can companies harvest the best of social knowledge...?
Posted June 29, 2010
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