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Knowledge Management

Buyers' Guide

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

In the adoption of SharePoint, a four-stage maturity model is a great way to determine where knowledge gaps exist, what facets require additional education and how to help people expand their use of SharePoint... Posted September 01, 2010

Partnerships between public and private sectors improve the range of services available to citizens and make efficient use of resources. About 200,000 people leave the military each year, and many face difficulties when transitioning back to civilian life. They may have medical or housing needs, or require job training to become employable. Each branch of the military provides resources to assist with the transition, but they may not encompass all the services military personnel require to experience a successful transition... Posted September 01, 2010

We have a very clear idea of what knowledge looks like in this culture, especially at its high end. At its low end, the picture gets fuzzy... Posted September 01, 2010

Open Text introduces new tool Posted August 23, 2010

Business analytics, process optimization Posted August 23, 2010

Worldox CompleteCloud Posted August 23, 2010

The cloud opens up Posted August 18, 2010

Posted August 18, 2010

Boosts content capture, management and flow Posted August 16, 2010

Early case assessment, review and metrics Posted August 16, 2010

Integreon announces Seek & Collect appliance Posted August 11, 2010

AvePoint and Summit 7 Systems Posted August 11, 2010

IBM closes on Coremetrics Posted August 04, 2010

Nextpoint introduces Cloud Preservation Posted August 04, 2010

New thesaurus for online articles Posted August 04, 2010

Will add WCM vendor to software portfolio Posted July 28, 2010

Wall Street Network introduces Insight Posted July 26, 2010

Metastorm enhance EA, BPA and BPM Posted July 21, 2010

EMC reveals Media WorkSpace Posted July 14, 2010

Metastorm M3 features collaborative capabilities Posted July 14, 2010

SumTotal unleashes ToolBook 10.5 Posted July 12, 2010

New behavioral marketing service Posted July 12, 2010

From the simple to complex, fraud committed against financial institutions costs them and their customers billions of dollars per year... Posted July 03, 2010

Books are complex. Let's hope someday our standards live up to them... Posted July 03, 2010

Adds content-, document-management capabilities Posted June 30, 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

Breakthrough from Darwin Ecosystems Posted June 24, 2010

Ektron launches eIntranet Posted June 15, 2010

Desktop Integration, open WCM Posted June 14, 2010

Attivio presents AIE 2.1 Posted June 09, 2010

Free beta download Posted June 09, 2010

Vivisimo offers new service Posted June 09, 2010

PaperThin christens CommonSpot 6.0 Posted June 02, 2010

Extends reach of search-based applications Posted June 02, 2010

Expands and enhances capabilities Posted June 02, 2010

In our previous article, we discussed how KM and cloud computing were converging to form the knowledge cloud. As we were writing that piece, the Washington, D.C. area was recovering from "Snowpocalypse," the blizzard that managed to shut down the offices of many U.S. government agencies for four days, at a cost of around a half-billion dollars... Posted May 28, 2010

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