Customer Relationship Management

Salesforce.com, Workday to unite their clouds

Comprehensive cloud-based solutions Posted September 19, 2013

KMWORLD Trend-Setting Products of 2013

The common thread running through all the products listed here is the unique value—and potential value—they offer the organization, its workers and their various constituencies. Posted September 01, 2013

Broadening crowdsourced knowledge from Moxie

New mobile app, life edit and drag-and-drop Posted August 26, 2013

Aptean upgrades Saratoga CRM

Enhanced user performance Posted August 16, 2013

Crafter Software expands WEM suite

Adds two Web experience management offerings Posted August 09, 2013

Bridgeline Digital targets franchise market

Acquires Web platform developer Elements Local Posted August 08, 2013

A digital experience "factory" from Acquia

Launches new platform Posted July 29, 2013

DNN unveils Evoq

Online content and community management Posted July 19, 2013

Using Content to Improve Customer Service

Customers want answers to their questions and they want them fast. When a customer has a simple question, they don't want to search through pages and pages of content on a company's website to find their answer. Unfortunately this is generally the case on most company websites, creating an overall poor online customer experience. Using virtual agent software can help improve customer service by answering the customer's question without making them waste time searching through content. . . . Posted July 09, 2013

Embracing Context-Aware Knowledge

Cutting-edge technology empowers agents and customers with the information they need—on demand and in context. As a rule of thumb in customer service, any customer issue not resolved quickly will see its cost roughly triple. When you factor in research time, contact and context re-establishment time, time spent finding and bringing in experts to help, escalation time, time wasted on interruptions and more, you've got quite an inefficient, costly problem on your hands. . . . Posted July 09, 2013

Using Knowledge for Great Customer Support

Great customer support remains one of the few differentiators that businesses can sustain over time. Companies that are winning in today's hypercompetitive business environment provide standout customer service by leveraging knowledge to empower contact center agents and enable superior self-service for customers.

eGain has delivered KM solutions for multichannel customer support for well over 15 years. In the process, we have compiled hundreds of best practices; here are some of the popular ones. . . . Posted July 09, 2013

Modern Customer Service: Precise And Efficient

Customer service has become an integral part of the added value chain. It contributes to turnover, profit and ROI, and improves customer satisfaction and loyalty. Good service sets companies apart from the competition and stimulates growth in fiercely competitive markets. But the demand for fast reaction times with the correct answers in an atmosphere of extremely short innovation cycles causes service staff to be challenged even more.

Furthermore, professional customer service relies on powerful IT systems. Traditional IT systems that primarily focus on management of service processes need to be complemented by innovative, intelligent knowledge management methods and tools. . . . Posted July 09, 2013

The Knowledgebase of the Future

While we may still be waiting for flying cars and calorie-free ice cream, the future may be closer than you think when it comes to knowledge management. Here are five progressive ideas you can implement now to start building the knowledgebase of the future: 1. A search engine that knows what you are thinking. One of the most frustrating aspects of using a knowledge management tool is finding the answer you're looking for. Precious seconds are wasted trying different search queries and navigating complex hierarchies. But what if you didn't have to search at all? One of the most important advances in customer service knowledge management is the incorporation of customer context. . . . Posted July 09, 2013

Making the Case for Knowledge in Customer Service

Nowhere in your organizations can information be transformed into useful and actionable knowledge more gracefully and effectively than in your customer care (customer service, customer experience... whatever you want to call it) departments. For there resides the intersection between what you know, and what your customers want to know. But nobody says it's easy, and it's only getting harder. The three-way collision of Web self-service and social networking smashing into a reduced IT workforce and budget has done a number of whammys on KM in customer service. . . . Posted July 09, 2013

Farm industry journal drawn to digital engagement platform

The organization will use the iAPPS platform to increase subscriptions via e-mail marketing campaigns and short-term access to premium content, which will be tied to bundled promotions Posted July 01, 2013

Mid-market, omni-channel customer experience management

KANA launches new version of Express Posted June 27, 2013

Voice of the customer solution from IntelliResponse

Introduces VOICES for digital customer service Posted June 26, 2013

Really listening to customers

Create process efficiencies, understand customer sentiment at a granular level and derive insights from customer feedback data Posted May 30, 2013

On the cutting edge of social networking

"Social networking was initially user-driven, but is now being supported at the corporate level." Posted May 28, 2013

Bringing silos together with Appian Records

Act on enterprise data through a single social interface Posted May 09, 2013

Moxie Software launches Social Knowledgebase

Crowd-sourced intelligence for customer experience Posted May 08, 2013

Improved e-mail solution for multichannel call centers

KANA launches Response 13R1 with integrated text analytics Posted May 07, 2013

‘Omni-channel’ customer service from KANA

Agent, Web, social and mobile Posted May 01, 2013

Big data for voice of the customer

Clarabridge launches Version 6.0 Posted April 22, 2013

KM and CRM: Is the line blurring?

"The blurring of CRM with knowledge management has begun in earnest..." Posted April 22, 2013

Product, customer knowledge as a service

MindTouch unveils cloud-based platform Posted April 01, 2013

CRM in the age of the customer

Managing customer relationships has become a top priority for continued business success. Tough economic conditions, the increasing cost of doing business, stiff competition, and the need to support and personalize every customer interaction are forcing business and technology leaders to think about the customer relationship management (CRM) life cycle beyond legacy CRM tools... Posted March 27, 2013

Blending CRM with BPM

New customer engagement hub from Pegasystems Posted February 28, 2013

Boston uses CRM to help respond to Superstorm Sandy

Technology from KANA helped the city in its battle against the elements Posted February 04, 2013

Improving KM and Web self-service

RightAnswers introduces SuiteApp, built on NetSuite SiteCloud platform Posted February 04, 2013

Customer sentiment analysis: A shift to customer service

Social media is the canary in the coal mine. It provides early warning of issues that can become major problems if they are not detected quickly.... Posted January 31, 2013

Customization tool resolves customer issues faster

Bringing process automation to Salesforce Posted January 21, 2013

Socialtext adds gamification and behavior management

Partnership with Badgeville embeds capabilities Posted December 17, 2012

Seven Realities of Online Self-Service

"Forrester Research says e-business leaders must dramatically revitalize the self-service experience offered on customer-facing websites in 2012, just to keep pace with evolving consumer expectations. There are seven key realities of modern online service that expose the gap between customer expectations and website performance, and how you can take steps to close that gap starting now. Customer satisfaction with today's most common Web self-service features is abysmal and getting worse. In 2011, only 51% of consumers who used online help sections or FAQs for self-service were satisfied, down from 56% in 2009. As more companies rectify this by deploying next-generation self-service solutions and virtual agents, fewer customers will tolerate antiquated self-service help tools online. . . ." Posted November 05, 2012

Open Web Experience Management from Acquia

New tools for digital marketers Posted October 30, 2012

Advancing enterprisewide KM

RightAnswers unveils Version 7 Posted October 03, 2012

City to constituents: Contact us anytime

Winnipeg, Manitoba, residents now have access to government services across multiple electronic channels including Web, smart phone and Open311 APIs Posted October 03, 2012

Web self-service from Moxie

Releases new version of Knowledge Spaces Posted September 26, 2012

Salesforce.com unleashes Marketing Cloud

Full social marketing suite Posted September 19, 2012

Enhancing customer engagement … and revenue

Posted September 10, 2012

Trend-Setting Products of 2012: eGain: eGain 10

Posted September 01, 2012

KMWorld Trend-Setting Products of 2012

"This marks the tenth anniversary of our Trend-Setting Products list..." Posted September 01, 2012

Targeting KPIs for better business performance

"KPIs (Key performance indicators) are best chosen and understood in the context of strategic plans that identify goals at a higher level..." Posted September 01, 2012

Three rules to build your digital experience strategy

It's simple: Good customer experience—the perception people have of their interactions with your company—keeps them coming back again and again and is often a differentiator. To take digital experience to the next level requires business and technology leaders to collaborate on a digital experience strategy that follows these three rules. Posted September 01, 2012

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