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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

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.

ViewPoints

Knowledge management in 2021: KM enters a new stage

The knowledge graph stage emerged in full at KMWorld Connect 2020

Robotic Process Automation 101

If you have legacy systems and high-volume, repetitive tasks, RPA can probably save you time and money—but there are some things you should never automate

Knowledge management leaders offer their predictions for 2021

If 2020 has taught us anything, it's just how imperative agility is to the success of companies trying to maintain momentum during uncertain times

How to hire your organization’s first knowledge manager

Common pitfalls to avoid and skills to look for when hiring your first KM manager

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

DIGITAL TRANSFORMATION FOR A POST-2020 WORLD

COLLABORATION TOOLS & E-DISCOVERY

A Guide to Evaluating Document Automation & Document Generation Products

Business Continuity Amid COVID-19 Shutdown: Lessons from Past Disasters and Catastrophes

Customer Relationship Management Companies and Suppliers