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Customer Relationship Management
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.
Features

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.

ViewPoints

Is your online support community leaving money on the table?

Online customer support communities provide a basis for real customer dialogue and feedback that goes beyond simple online surveys

Why a virtual agent makes sense in good times and bad

The current situation highlights how technology can help—particularly with disruption, a remote workforce, and the need to keep businesses running.

Translating the voice of your customer (VoC) into business intelligence

Most organizations know that there are disconnects and mistakes that occur among their customer service teams that directly correlate to poor business performance

Equipping your remote workforce for success during the pandemic—and beyond

It's clear the pandemic has brought on the need to rethink how knowledge management should best be addressed in a WFH world

Columns

Thinking beyond the status quo

The technologies exist today to achieve almost any corporate or departmental goal. What is lacking is the nerve to think big and think beyond the status quo—to break barriers, to collaborate, and to share.

Cognitive computing and AI begin to grow together

How do we manage the hype and promise for new inventions while making sure that they represent a realistic opportunity? Can we invent self-driving cars or a Boeing 737 MAX without exposure to the risks these innovations can pose to our lives?

Talk a little, type a lot - Will conversational interfaces survive Siri and Alexa?

For the next generation of conversational computing, it is hard to avoid the conclusion that the only companies that have enough researchers, enough processing resources, enough motivation, and, above all, enough data to deliver the much- needed improvements are the consumer giants.

Ethical issues in AI and cognitive computing

Many innovations from the past needed the insight of entrepreneurs as well as technologists to change the world. That's also the case with machine learning and AI.

Knowledge Management Whitepapers

Redefining the digital: Contract management in purchasing

Help AI to Understand

The Value of Practical AI

SMART CONTENT GOVERNANCE

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