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Customer Relationship Management

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

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
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