- CRM & KM integration
- Self-service
- Customer service knowledge management
- eLearning
- Sales & marketing knowledge management
Email Alerts
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Gartner: Adobe outranks IBM, Microsoft for top Web content management vendors
Gartner’s Magic Quadrant for Web content management adds Adobe, forecasts an overall growth rate of 14% until the year 2014; almost twice that of the enterprise content management software market.News | 07 Dec 2011
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Altimeter Group’s five maturity levels of social media plan success
Altimeter Group Senior Analyst Jeremiah Owyang describes the levels of maturity successful organizations go through in developing a formal and effective enterprise social media plan.Video
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Prepare a formal enterprise social media strategy for business success
An Altimeter Group senior analyst describes the levels of maturity successful organizations go through in developing a formal enterprise social media strategy.Feature
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Effective social media strategy: A must for success in a social world
Successful organizations develop a formal enterprise social media strategy. According to Altimeter Group, they do this by moving through five stages representing a social business hierarchy of needs.News | 16 Nov 2011
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Content analysis tools earn chops in research on social media data
Many organizations are discovering that content analysis tools can help validate market research efforts and hone their messages by mining customer-sentiment data available on social networks.Feature
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Forrester: Customer experience management sets WCM tools apart
Forrester cites customer experience management (CEM) capabilities as the set of differentiators among a growing and fragmented Web content management product market.News | 08 Aug 2011
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Content analytics uses: sentiment analytics, e-discovery and more
Early users of text and sentiment analytics tools are mining unstructured data to discern patterns and uncover a variety of valuable insights.Industry Update | 20 Jun 2011
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Integration between KM tools and CRM leads to happier customers
Enterprises need to do a better job of integrating KM tools with CRM systems, according to IT industry experts and attendees of KMWorld 2010.News | 29 Nov 2010
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Monsanto ties together SAP CRM, Portal KM and Cisco telephony
Monsanto revamped its customer service operations with an upgrade to SAP CRM 6.0 that leveraged the KM portal and a Cisco infrastructure.News | 27 May 2010
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Salesforce.com acquires InStranet, adds knowledge management to CRM suite
Salesforce.com's largest acquisition to date will bolster its service suite, adding knowledge management to its Customer Portal and Service and Support applications.News | 28 Aug 2008
- VIEW MORE ON : CRM & KM integration
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Tridion Web content management system upgrade aids children's group
Compassion International’s Web content management redesign using SDL Tridion paid off in increased Web traffic, site agility and improved donations.Feature
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Forrester: Customer experience management sets WCM tools apart
Forrester cites customer experience management (CEM) capabilities as the set of differentiators among a growing and fragmented Web content management product market.News | 08 Aug 2011
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Integration between KM tools and CRM leads to happier customers
Enterprises need to do a better job of integrating KM tools with CRM systems, according to IT industry experts and attendees of KMWorld 2010.News | 29 Nov 2010
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Salesforce.com acquires InStranet, adds knowledge management to CRM suite
Salesforce.com's largest acquisition to date will bolster its service suite, adding knowledge management to its Customer Portal and Service and Support applications.News | 28 Aug 2008
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Effective eLearning training in the call center: Eight tips for success
Too often, organizations see eLearning as a "quick fix" or a replacement for coaching, which it is not. In her latest column, Donna Fluss discusses common pitfalls and outlines eight tips to designing a successful eLearning program in the call center.Tip
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Call center eLearning: Top 10 buzzwords
Providing ongoing call center agent training and coaching should be a high priority for call centers of any size. We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right for your call center.Top Buzzwords
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Knowledge management in the call center: Top 10 buzzwords
Knowledge management is a complex concept that has a wide variety of terms and definitions associated with it. We've compiled this list of knowledge management buzzwords specifically for the call center.Top Buzzwords
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Effective social media strategy: A must for success in a social world
Successful organizations develop a formal enterprise social media strategy. According to Altimeter Group, they do this by moving through five stages representing a social business hierarchy of needs.News | 16 Nov 2011
-
Content analysis tools earn chops in research on social media data
Many organizations are discovering that content analysis tools can help validate market research efforts and hone their messages by mining customer-sentiment data available on social networks.Feature
-
Integration between KM tools and CRM leads to happier customers
Enterprises need to do a better job of integrating KM tools with CRM systems, according to IT industry experts and attendees of KMWorld 2010.News | 29 Nov 2010
-
Monsanto ties together SAP CRM, Portal KM and Cisco telephony
Monsanto revamped its customer service operations with an upgrade to SAP CRM 6.0 that leveraged the KM portal and a Cisco infrastructure.News | 27 May 2010
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Salesforce.com acquires InStranet, adds knowledge management to CRM suite
Salesforce.com's largest acquisition to date will bolster its service suite, adding knowledge management to its Customer Portal and Service and Support applications.News | 28 Aug 2008
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Effective eLearning training in the call center: Eight tips for success
Too often, organizations see eLearning as a "quick fix" or a replacement for coaching, which it is not. In her latest column, Donna Fluss discusses common pitfalls and outlines eight tips to designing a successful eLearning program in the call center.Tip
-
Call center eLearning: Top 10 buzzwords
Providing ongoing call center agent training and coaching should be a high priority for call centers of any size. We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right for your call center.Top Buzzwords
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Knowledge management in the call center: Top 10 buzzwords
Knowledge management is a complex concept that has a wide variety of terms and definitions associated with it. We've compiled this list of knowledge management buzzwords specifically for the call center.Top Buzzwords
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The role of librarians in business intelligence and knowledge management
Librarians, or information scientists, as they are also referred to these days, are trained precisely in the skills that a knowledge manager or a business intelligence analyst often needs.News | 09 Oct 2007
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Clay Shirky: How enterprises can benefit from social media technology
The real-time data and information available to organizations through social media technology can be a boon to enterprises that are thinking ahead in the mobile era, NYU’s Clay Shirky says.Video
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Web content management’s new role: Targeted customer experience
Integrating CRM with revamped Web content management strategy is pushing WCM into a more prominent role as companies aim for highly personalized and targeted customer experiences.News | 07 Mar 2012
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Deloitte actively refines an enterprise knowledge management strategy
The program director for global client intelligence at Deloitte discusses a survey aimed at refining the company's enterprise knowledge management strategy by asking workers how knowledge is shared.Video
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Monsanto ties together SAP CRM, Portal KM and Cisco telephony
Monsanto revamped its customer service operations with an upgrade to SAP CRM 6.0 that leveraged the KM portal and a Cisco infrastructure.News | 27 May 2010
-
Salesforce.com acquires InStranet, adds knowledge management to CRM suite
Salesforce.com's largest acquisition to date will bolster its service suite, adding knowledge management to its Customer Portal and Service and Support applications.News | 28 Aug 2008
-
Effective eLearning training in the call center: Eight tips for success
Too often, organizations see eLearning as a "quick fix" or a replacement for coaching, which it is not. In her latest column, Donna Fluss discusses common pitfalls and outlines eight tips to designing a successful eLearning program in the call center.Tip
-
Call center eLearning: Top 10 buzzwords
Providing ongoing call center agent training and coaching should be a high priority for call centers of any size. We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right for your call center.Top Buzzwords
-
The role of librarians in business intelligence and knowledge management
Librarians, or information scientists, as they are also referred to these days, are trained precisely in the skills that a knowledge manager or a business intelligence analyst often needs.News | 09 Oct 2007
-
Web content management’s new role: Targeted customer experience
Integrating CRM with revamped Web content management strategy is pushing WCM into a more prominent role as companies aim for highly personalized and targeted customer experiences.News | 07 Mar 2012
-
Altimeter Group’s five maturity levels of social media plan success
Altimeter Group Senior Analyst Jeremiah Owyang describes the levels of maturity successful organizations go through in developing a formal and effective enterprise social media plan.Video
-
Prepare a formal enterprise social media strategy for business success
An Altimeter Group senior analyst describes the levels of maturity successful organizations go through in developing a formal enterprise social media strategy.Feature
-
Effective social media strategy: A must for success in a social world
Successful organizations develop a formal enterprise social media strategy. According to Altimeter Group, they do this by moving through five stages representing a social business hierarchy of needs.News | 16 Nov 2011
-
Content analysis tools earn chops in research on social media data
Many organizations are discovering that content analysis tools can help validate market research efforts and hone their messages by mining customer-sentiment data available on social networks.Feature
-
Forrester: Customer experience management sets WCM tools apart
Forrester cites customer experience management (CEM) capabilities as the set of differentiators among a growing and fragmented Web content management product market.News | 08 Aug 2011
-
Content analytics uses: sentiment analytics, e-discovery and more
Early users of text and sentiment analytics tools are mining unstructured data to discern patterns and uncover a variety of valuable insights.Industry Update | 20 Jun 2011
-
Monsanto ties together SAP CRM, Portal KM and Cisco telephony
Monsanto revamped its customer service operations with an upgrade to SAP CRM 6.0 that leveraged the KM portal and a Cisco infrastructure.News | 27 May 2010
-
Salesforce.com acquires InStranet, adds knowledge management to CRM suite
Salesforce.com's largest acquisition to date will bolster its service suite, adding knowledge management to its Customer Portal and Service and Support applications.News | 28 Aug 2008
-
The role of librarians in business intelligence and knowledge management
Librarians, or information scientists, as they are also referred to these days, are trained precisely in the skills that a knowledge manager or a business intelligence analyst often needs.News | 09 Oct 2007