Vote Now for the KMWorld Readers' Choice Awards !

Knowledge Management

The Internet has permanently changed the dynamics of customer interaction. The digital landscape we are all immersed in on a daily basis has become more complex and multifaceted. Today's enterprises must be able to deliver answers and information to customers quickly and effectively across multiple self-service and assisted channels 24x7. Are consumers more empowered than ever before? Does this new reality present a challenge for the enterprise? The answer on both counts is yes. . . . Posted June 24, 2014

Customer experiences have evolved tremendously over the years. Technology has made buyers smarter and more empowered; with online reviews and mobile Web access, customers know more about a company's products, service, competitors and pricing than the organization may know itself. Today's consumers expect tailored, engaging experiences and rich content delivered seamlessly across a variety of touch points. . . . Posted June 24, 2014

Knowledge management has been linked to customer service for a very long time. In fact, whenever we hear the words "knowledge management" we immediately assume we are dealing with knowledge bases and support issues. That's because creating, storing, indexing and searching for the right information to help customers is what drove the last series of improvements to customer service in the name of Web self-service in the early 2000s. . . . Posted June 24, 2014

Gaining 360° intelligence based on every touch point of a customer with your organization will transform the way sales and marketing teams are doing business. The terms "big data" and "big content" are typically used to describe the scenario of extracting the mission-critical insight lying within the mass volumes of information that exist in sources both inside the enterprise as well as from external sources. Access to all this information can revolutionize the way strategic decisions are being made. . . . Posted June 24, 2014

You've heard it a thousand times, in bombastic, overly emphatic tones: "Customer is King!" "Content is King!" "Cash is King!" You can't swing a dead cat in here without hitting a king. But the "customer" one may have some legitimacy. That's why we chose to focus this paper on the "the customer experience," because… well, let's face it—we wouldn't get very far without them. We've also been taught that creating a great customer experience is different and apart from "customer relationship management." I guess I buy that, but I suspect it's more brochure-speak than anything. . . . Posted June 24, 2014

Seismic launches new sales enablement platform Posted June 23, 2014

When was the last time you contributed anything to your intranet? Or managed to find what you were looking for? If you can't remember, you're not alone. A 2013 Worldwide Intranet Challenge survey suggests that 90% of staff don't regularly contribute to their corporate intranet, and 50% never do. And it's not that people don't want to share; they've merely found another system that is easier to use, or has features they personally prefer. Posted June 03, 2014

Integration between engineering teams and organizations in the supply chain Posted May 28, 2014

Posted May 28, 2014

As organizations struggle to maintain a competitive advantage and minimize risk, surveillance will become an important facet of knowledge management. Posted May 28, 2014

Pegasystems upgrades SFA platform Posted May 26, 2014

New version of SDL Web released Posted May 22, 2014

Deploys platform for mobile self-service Posted May 05, 2014

Adds cloud-based file storage systems into collaboration platform Posted May 02, 2014

I recently went to a prominent technical website's self-help application formy smart phone. It's a sad tale of low-quality service and unnecessary costs that started with a simple search about leveraging fee-based service for my new phone.... Posted April 29, 2014

If you're wearing your KM goggles, you should begin seeing the many intricate connections that make up the complex world of manufacturing and logistics. More importantly, you should also be looking for ways to increase the speed by which a thought becomes an idea that leads to an innovation that becomes a product.... Posted April 29, 2014

Launches Connotate4 Posted April 28, 2014

Xyleme and Acrolinx integrate products Posted April 23, 2014

Support for iPhone and iPad Posted April 04, 2014

Access Innovation division improves search efficiency Posted April 01, 2014

Companies are using knowledge management to improve the Web experience of customers in life sciences, professional services, mortgage lending and a host of other industries. Posted March 31, 2014

Cloud computing and big data appear to be a new technology marriage made in heaven. For many organizations, the cloud and big data could crack the knowledge management problem. Posted March 31, 2014

Exsys releases Corvid Core Posted March 27, 2014

Introduces new desktop app Posted March 21, 2014

There's no denying that colleagues (and customers) share information and tacit knowledge when they get together. But in a world of virtual work teams and globally diverse organizations, how do you know who's doing what, and what that might mean to you? Posted March 20, 2014

Identifying at risk patients for earlier intervention and better care Posted March 03, 2014

The list is intended to spark a larger discussion of knowledge management. We're always on the lookout for groundbreaking solutions or notable modifications to existing ones. And, throughout the year, the organizations and products we find most interesting will be showcased in our magazine and on our site, Posted March 01, 2014

Those who accept that the tool cannot "do the whole job" realize the KM manager's special challenge is to identify the dimensions of best practice that continue to lie beyond the tool's grasp. It is to discover and manage the bridge between the fully known procedures of IT operations and the skills necessary to deal with the ever-surprising uncertainty and ambiguity of real practice. Posted March 01, 2014

Due to ever-falling costs, high-availability data connections, smart mobile devices and the growth of cloud computing, knowledge management and enterprise collaboration in general are undergoing something of a rebirth. Posted March 01, 2014

Posted March 01, 2014

Video is a content type that has increasing importance in the enterprise. Posted March 01, 2014

Expertise now extends beyond the individual experts. It occurs within networks of conversation. Networked expertise enables us to extend knowledge far beyond the brains and books of individuals.... Posted March 01, 2014

Is your organization limiting its knowledge? This question usually leads to discussions about an organization's view of big data. It's typically centered only on internal transaction data available in their customer relationship management (CRM), electronic resource planning (ERP) or other cloud-based enterprise applications. However, this contradicts what most IT business leaders want. Posted February 26, 2014

Big data is a much-hyped subject. In fact, the term is rather misleading because it seems to relate only to the volume of data, while ignoring its heterogeneous nature. Accordingly, the general definition of "big data," as suggested by Gartner, also considers the complexity and variety of data, thus focusing on the relevance of highly heterogeneous and unstructured information and how it can be analyzed in various forms. In particular, apart from the growing network of machines and equipment, social interactions are a further source of big data. With the exchange of messages in a wide variety of formats, on various platforms, and through multiple channels, large amounts of data are generated that demand analysis and interpretation. Posted February 25, 2014

Collective enterprise knowledge is the asset that differentiates an organization from its competitors. Posted February 21, 2014

"The focus is social knowledge and finding the right people, then engaging them directly with a new problem set. In general, people who share knowledge rather than hold it do well in this setting." Posted January 31, 2014

Knowledge workers are not just consumers of content but also creators of knowledge assets. Posted January 31, 2014

SDL launches unified suite Posted January 27, 2014

Introduces Migration Expert Posted January 21, 2014

Designed for government "Digital First" initiatives Posted January 15, 2014

Single sign-on, user management for customers Posted January 10, 2014

Cash deal valued at $514 million Posted January 07, 2014

Customer experience management is at the vortex of a set of forces that are driving customer engagement like never before, and KM is there to play its part... Posted December 31, 2013

The winners of the KM Promise and the KM Reality awards were formally announced on Thursday, Nov. 7, at the 2013 KMWorld Conference in Washington, D.C. Posted December 31, 2013

The winners of the KM Promise and the KM Reality awards were formally announced on Thursday, Nov. 7, at the 2013 KMWorld Conference in Washington, D.C. Posted December 31, 2013

Search KMWorld