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Customer Relationship Management > Features
Customer Knowledge Management (CKM) involves integrating customer relationship management and knowledge management to provide customers with information specifically useful to the customer. You can find the latest Customer Knowledge Management intelligence news, trends, and solutions right here.

Looking to the future: 2021 Insight

KM teams should focus not just on pushing new technology but also on how they can better support foundational capabilities such as collaboration and expertise location in the digital workplace.

Graph databases team up with BI: It’s all about relationships

BI software, which is widely used and deeply embedded in many enterprises, can be enhanced bygraph databases that focus on connections.

Information governance 101: The regulatory compliance survival kit

Mapping data's flow throughout the enterprise is pivotal for securing information assets since it allows organizations to consider what they're trying to protect and what that requires.

Intelligent search: On-site search fine-tunes customer experience

Intelligent search has an integrative function, allowing information to flow throughout the enterprise.

KMWorld Readers' Choice Awards 2020

With so many useful knowledge management products and services to consider, it can be a daunting process to identify the best solution for the job. White papers, research reports, webinars, and consultations with experts and peers are beneficial. We hope the 2020 KMWorld Readers' Choice Awards can provide an additional resource to help in pinpointing products that offer value.

From back-end developers to mission-critical workplace automation: The low-code advantage

The advantages of workplace automation are predicated on improving enterprise efficiency, which typically takes two forms: perfecting the automated steps in workflows and uncovering new processes to automate.

Text analytics reaches new territory

If you only want to sort through documents and classify them, text analytics may not be necessary, but if you are interested in understanding the meaning of the text for purposes such as concept extraction, then text analytics provides the best approach.

KMWorld AI 50: The Companies Empowering Intelligent Knowledge Management

Knowledge graphs enhance customer experience through speed and accuracy

Although knowledge graphs have been deployed by major companies such as Google, Amazon, and LinkedIn due to their ability to incorporate relationships in their analyses as well as their speed, only in the last 5 years has their use become more widespread.

How to Brand and Market Your KM Products (Video)

TechnipFMC's Tamara Viles presents 6 best practices for branding and marketing your KM products in this clip from her presentation at KMWorld 2019.

The expanding world of knowledge management

As one of the most mature of the technologies that supports knowledge management, search solutions have changed so much from the days of keyword searching that they are now often referred to as "insight engines."

Healthcare: Managing the information flow from wearables and remote monitoring devices

With broader use of wearables, routine monitoring of even asymptomatic high-risk groups such as the elderly may become the norm, allowing earlier intervention and improved outcomes.

THE SMART MONEY: Decoupling financial services for cross-departmental big data integration

Monetizing data while complying with regulations in finance is increasingly dependent on the ability to decouple the enterprise—across departments, business lines, and individual services.

The critical role of enterprise content management in digital transformation

The ability to personalize is an indicator that an organization is managing its content well enough to deliver what each individual needs.

Looking to the Future of Knowledge Management: 2020 Insight

Throughout all KM solutions and services, a wave of modern technologies, such as AI, machine learning, natural language processing, and others, are serving to enhance traditional capabilities. As we enter a new year—and a new decade—there is an opportunity to reflect on what is happening now and what may lie ahead in the world of knowledge man­agement solutions and services to deliver more timely and targeted insights to users when and where they need it.

Turning big data into big content: business process management is resurging with robotics process automation

Big data—once deemed essential to capitalizing on data-driven processes—is now viewed only as useful as the meaningful content produced from it.

The expanding compliance technology market

Even though compliance may be the initial pain point for a technology implementation such as speech analytics, additional benefits may ripple through other parts of the enterprise.

Businesses will add a knowledge-guided engagement layer to CRM to cure CX malaise

2019 KM Promise Award Winner: Verint

At KMWorld 2019 in Washington, D.C., Thomas H. Hogan, Sr., CEO and president of Information Today, Inc. (ITI), presented the 2019 KM Promise Award to John Chmaj, chief KM strategist of Verint, who accepted the award on behalf of the company

2019 KM Reality Award Winner: GE Healthcare

At KMWorld 2019 in Washington, D.C., Thomas H. Hogan, Sr., CEO and president of Information Today, Inc. (ITI), presented the KM Reality Award to Burgoyne Hughes, senior manager, Call Center Operations at GE Healthcare, who accepted the award on behalf of the company