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Customer Relationship Management

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, we have compiled hundreds of best practices...
Posted June 29, 2010

As products become more complex and companies support broader product portfolios, the challenges of quickly and efficiently resolving customer issues multiply. The result is fewer cases are resolved with the first call. Even with significant technology investments, Technology Services Industry Association (TSIA) members report a 24% net decrease in first-call resolution between 2003 and 2010... Posted June 29, 2010

Managing the experience your customers have with your company is probably the most important effort you can undertake. But many companies don't really have a grasp on what—exactly—that means. How do our customers perceive us? What do they expect (or demand) from us? And after they've had an engagement with us, how do they feel? Because it's that afterglow that defines the difference between a return customer, or a disaster... Posted June 29, 2010

Ektron launches eIntranet Posted June 15, 2010

Posted June 02, 2010

Here's a selection from the many leading customer relationship management (CRM) software and services vendors from around the globe... Posted May 28, 2010

At a recent business lunch, one executive asked the question, "What do $50-per-user Google Apps for the Enterprise mean?" One of the wits dining with me answered, "A Microsoft migraine."... Posted May 28, 2010

Recommind unveils MindServer Search 7.0 Posted May 17, 2010

PaperThin introduces CommonSpot 6.0 Posted May 17, 2010

Partners with Amazon Web Services Posted May 05, 2010

New solutions from FatWire Posted April 14, 2010

MindTouch integrates with SugarCRM Posted April 14, 2010

"CRM is a business strategy first, and at the highest level there must be a vision. After that, the organization needs to discover the best way to support the vision..." Posted April 01, 2010

Attensity expands its reach Posted March 10, 2010

Software AG christens new solution Posted March 08, 2010

Posted March 08, 2010

When we established our list of 100 Companies That Matter 10 years ago, "knowledge management" was just beginning to be a recognized term in the boardroom. KM is not now (nor will it ever likely be) a household word. Nor is it an application. It's an attitude, a commitment to excellence and innovation shared by the companies, large and small, on this list. A decade ago, a lot of vendors were so intoxicated by their technology that they tried to woo their customers with dazzling features, capabilities they thrust upon clients without fully understanding their legitimate needs. Now, in 2010, that's no longer true. The firms on this list are true solution providers that are dedicated to understanding what their customers need and delivering elegant technology for the requirements of the knowledge economy... Posted March 01, 2010

Attensity forms new group Posted February 01, 2010

For many companies, the burgeoning text analytics approach of sentiment analysis is becoming a critical component of their overall strategy, giving them a much needed assist to stay responsive to customers, market opportunities and trends... Posted February 01, 2010

Extends government sevices, capabilities Posted January 20, 2010

Accel-KRR closes acquisition Posted January 06, 2010

Posted January 01, 2010

SDL Tridion enhances online interaction Posted December 02, 2009

Low-cost deployment of Web sites, intranets and portals Posted October 14, 2009

Inquira's iConnect for Siebel Contact Center Posted October 14, 2009

Social knowledge management (SKM), spawned by Web 2.0 and energized by the new economy, is changing the way we think about traditional knowledge management (KM). Like any new approach to age-old problems, it's sometimes hard to separate fact from fiction.Everyone can agree that at its core, a successful SKM strategy starts with a knowledge repository where content is managed and accessed, and that it's critical to enhance that experience through the "wisdom of the community..." Posted July 07, 2009

Today, more than ever, new technologies and the movements that go with them seem to become ubiquitous in a flash. Take social networking. It's difficult to remember a time when there wasn't at least one mention of MySpace, Facebook or Twitter either in the news, in a chat with friends or even at the dinner table. And whether you've just heard about it during water cooler conversation, or like so many other people you've begun encountering long-lost... Posted July 07, 2009

The seismic success of Facebook, Wikipedia, Twitter and other social computing tools sets the bar pretty high for social computing initiatives within the enterprise. Though viral in the consumer realm, social computing tools require careful handling—and sometimes a little push—to achieve the desired results in a business context. What businesses typically expect out of social computing tools are powerful new ways to discover expertise... Posted July 07, 2009

Social computing tools including blogs, podcasts, wikis, RSS feeds and tagging, as well as networking capabilities similar to those on Facebook and LinkedIn, are increasingly finding their way into the enterprise. Tools like these can help knowledge workers get work done more efficiently and cost effectively. They also make collaboration across different companies ("the extended enterprise") easier and much more efficient. Social collaboration technologies... Posted July 07, 2009

The world of work is changing. Disruptive forces are at play in business and are compelling organizations to rethink traditional content communication and the way we define an information worker. We must address these disruptive forces to stay competitive, deliver services, manage risk and costs and protect the corporate memory resident in employees and applications. A more social workplace and marketplace raises productivity even as resources become scarce... Posted July 07, 2009

"I love you ... You love me ... We're best friends like friends should be..."The Barney theme song haunted me for years. My kids—like most kids—were Barney robots, and parked in front of the tube every morning to see the purple dinosaur frolic meaningfully in his carefully diverse neighborhood. And every morning, at the 28:30 minute mark, my two kids would coming running into the kitchen screaming, "Mommy! Daddy! The song! The song!" And we would dutifully drop whatever we were doing and come to the TV to sing along with them... Posted July 07, 2009

Google, the giant in Web search, introduced a service that allows friends to "see" one another's location on their respective mobile devices. The service, a component of Google's social networking services, has different facets. The Latitude feature plots friends on a Google Map. The Connect feature makes it easy to join a community. Those new offerings keep Google in step with similar offerings from online vendors designed for the young and those young at heart. Google and Salesforce.com have taken an important step... Posted July 03, 2009

Vignette is Open Text's latest Posted May 11, 2009

Attensity forms new group Posted April 20, 2009

Given the harsh economy, service organizations face enormous pressure to provide exceptional customer service at lower cost. Organizations are struggling to deliver interactions that drive customer satisfaction and retention with fewer resources and dollars. Knowledge management (KM) has repeatedly proven its ability to simultaneously improve service quality and reduce costs... Posted April 01, 2009

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
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