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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.

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Features

Promises and Perils of AI for Enterprise Knowledge Management

This survey reveals both excitement and trepidation around enterprise AI adoption for knowledge management. Long-standing problems around information access, data quality, and speedy acquisition of needed information are the puzzle pieces that AI has the potential to solve.

Overcoming data silos: A range of options

The options are many and varied when it comes to taming silos. The specific approach should depend on the use case, the organization's existing knowledge assets, and the strategic goals.

Modern KM tools and techniques for collaboration

Modern collaboration means and mechanisms ultimately make it easier, less risky, and more productive for organizations to work together within business units, between them, and between organizations. Constructs such as data mesh architecture, data fabric architecture, data access governance platforms, data catalogs, and process automation solutions are based on sharing information between parties—and make doing so tenable.

The future of KM is not simply AI

Until KM systems can achieve trust in AI, a totally AI-centric workplace will be a fantasy. The future of KM will be based on collaborative work habits, fueled by technology that encourages knowledge sharing, enhances productivity, supports employees to have a healthy work life, and accepts that not every aspect of knowledge management is technology-reliant.

ViewPoints

What you should know about cross-border data transfer laws

Multinational companies are generally aware of data transfer laws, but smaller ones just embarking on looking beyond country borders may not be.

Microsoft’s Copilot: A force multiplier for KM

Generative AI (GenAI) applications will increasingly transform organizations' IT platforms. Companies of any size that opt to create robust apps on their own, however, are in for a protracted, complex, and expensive experience.There's a better way: Buy into what I call a GenAI ecosystem from a vendor in whose tech you are already invested. These ecosystems are comprised of the sum of services customers mostly need to build and launch robust apps.

KM and AI: Experts look at what lies ahead for 2024

AI and dreams of its potential rocked this past year as companies moved quickly to embed and offer their own version of chat assistants, predictive and generative AI, and more

Accounts payable is at the heart of company success— but is yours skipping a beat?

With a solid strategy for AP automation, businesses can expedite invoice processing rates by as much as 90%, which equates to a 400% increase in employee productivity. But how do you get there?

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When is good enough enough?

Our goal should be to improve the quality of knowledge assets and their accuracy and relevance in use. Much of this will come from human expertise and effort, increasingly combined with the power of AI.

What are your chatbot’s pronouns?

We don't have pronouns by which we can address inanimate objects because we haven't had any occasions to have actual conversations with them.

AI technologies upending traditional KM

If we are not careful and proactive about it, the concept and importance of knowledge itself may soon become blurred or lost.

Return on … Infrastructure???

As our physical and IT infrastructure continues to grow in size, complexity, and vulnerability, people and the knowledge they possess will play an ever-increasing role.

Knowledge Management Whitepapers

Document Viewing Integrations in Enterprise Content Management and Document Management Solutions

Business Impact of Technical Content – The ROI Paradox

Connecting external data sources to CCMS is now a breeze.

Knowledge Graphs Expose Data Connections

Customer Relationship Management Companies and Suppliers
Customer Relationship Management Directory