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- Venatek Customer Knowledge (zip)
- Venatek Customer Knowledge is a customer support tool used to store customer information and to track and resolve customer issues. The database of customer issues is also designed to be used as a company knowledge base. Supporting documentation such as Word documents or screenshots may be attached to the knowledge...
- Tags: Microsoft SQL Server, Knowledge, Knowledge Base, Venatek Customer Knowledge, Database Back End, Databases, Document Management, Storage, Strategy, Enterprise Software, Software, Data Management, Finance, Managerial Accounting, Hardware, Management
- Software downloads 2007-10-31
Additional Resources
- Customer Knowledge Management - Improving Performance of Customer Relationship Management With Knowledge Management
- This paper illustrates the use of modern information technology to provide knowledge support to CRM processes. This knowledge support allows for performance enhancement in customer oriented business processes. This reasoning is based on an integrated Customer Knowledge Management process model, which identifies six CRM sub-processes and four aspects of Knowledge...
- Tags: Performance, Knowledge, Knowledge Management, CRM, Strategy, Management
- White papers 2004-01-11
- Why Do Customer Relationship Management Applications Affect Customer Satisfaction?
- The research discussed in this paper evaluates the effect of Customer Relationship Management CRM on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This...
- Tags: American Marketing Association, Customer Satisfaction, CRM, Customer Knowledge, Product Marketing, Advertising & Promotion, Business Structures, Customer Relationship Management (CRM), Enterprise Software, Marketing, Finance, Software
- White papers 2005-10-01
- Best Practices in Knowledge Management for Customer Service: Optimizing Knowledge Resources to Drive Customer Value
- In support and customer service, Knowledge Management KM refers to the strategies and tasks associated with developing and delivering relevant knowledge, efficiently and quickly, to meet evolving customer and support needs. Effective support KM optimizes both knowledge creation and delivery inherently in the KM process. Knova's approach to support knowledge...
- Tags: Customer Service, Knova Software Inc., Knowledge, Best Practice, Knowledge Management, Strategy, Enterprise Software, Software, Management
- White papers 2005-07-14
- Customer Knowledge Management: Adding Value for Our Customers
- This paper examines the wide variety of ways organizations are using KM in their customer relationships. It begins with an examination of the need for Customer Knowledge Management CKM and how it differs from CRM. It then looks at the four different dimensions of customer knowledge and at some of...
- Tags: Knowledge, Customer, Queen, Knowledge Management, Business Intelligence, Strategy, Enterprise Software, Software, Data Management, Management
- White papers 2005-07-25
- Ten Principles for Knowledge Management Success
- Although Knowledge Management KM is as an enterprise-wide goal, many companies find success if they kickoff an initiative in one department and then extend the practices throughout other parts of the organization. This paper will outline those practices that help ensure a successful KM initiative within the IT help desk...
- Tags: Knowledge, Knowledge Management, Strategy, Business Intelligence, Enterprise Software, Software, Management, Data Management
- White papers 2003-09-01
- Competing on Customer Intelligence: Building Competitive Advantage Based on the Four P's Three I's of Marketing
- This white paper has discussed some of the market forces leading marketers to shift to a customer-centric business model and how they are integrating the technologies required for success. They are going well beyond using technology to automate their old business models. These marketing innovators are building new customer-centric business...
- Tags: Customer Intelligence, Marketing, Insight, Knowledge, Competitive Advantage, Business Model, Strategy, Management
- White papers 2007-12-01
- Knowledge Management for Customer Service: Critical Ingredients for Success
- As enterprises increasingly use customer service to differentiate themselves, knowledge management has gained prominence as a strategic initiative. A key enabler, it allows businesses to use their knowledge assets to provide better customer service, improve agent productivity, reduce service costs, generate revenue through contextual upsell and cross-sell, and more effectively...
- Tags: Customer Service, Knowledge, eGain Communications Corp., Knowledge Management, Strategy, Business Intelligence, Customer Relationship Management (CRM), Call Centers, Product Marketing, Enterprise Software, Software, Management, Data Management, It Operations, Marketing
- White papers
- Extending CRM With Knowledge Management: Automating Problem Resolution With Knowledge-Empowered Customer Service
- In a session with Kanisa and Amdocs ClarifyCRM, leaders from the knowledge management and CRM industries, learn how to increase overall customer satisfaction through the integration of CRM and problem resolution technologies.
- Tags: Problem Resolution, Knowledge, CRM, Knowledge Management, Advertising & Promotion, Customer Relationship Management (CRM), Business Intelligence, Strategy, Enterprise Software, Software, Marketing, Data Management, Management
- Webcasts
- Knowledge-Centered Support (KCS): Fundamentally Improving How Companies Resolve Complex Customer Problems
- To support organizations wanting to implement Knowledge-Centered Support KCS best practices, the Consortium for Service Innovation offers the KCS Verified program. This unbiased certification process validates the functionality of knowledge management applications, as aligned with the comprehensive list of KCS requirements developed by the Consortium. InQuira's is a KCS-Verified solution...
- Tags: InQuira, Knowledge, Knowledge Management, Strategy, Business Intelligence, Enterprise Software, Software, Management, Data Management
- White papers 2006-06-01
- Knowledge Management: The Power of Leveraging Information
- Companies are discovering that a Knowledge Management System KMS has grown from a "Nice to have" concept, to a "Must have" asset in customer facing departments. Providing immediate answers to customers requires easy access to the important product and business knowledge of an organization. KMS makes that possible. From help...
- Tags: Knowledge Management System, Knowledge, Knowledge Management, Enterprise Software, Software
- White papers 2005-10-21
- Customer Portfolio Management: Taking CRM to the Next Level
- This white paper explores customer portfolio management, a new, strategic approach to deploying CRM that emphasizes customer knowledge, strategic planning, and execution as the cornerstones of a CRM initiative. Customer portfolio management requires companies to make decisions and allocate resources based on customer value - and through a deep understanding...
- Tags: Portfolio Management, CRM, Customer Portfolio Management, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software
- White papers 2004-09-01
- Put Away the Notebook: Cutting Edge Knowledge Management in the Twenty-First Century
- In just the past decade, knowledge management software has grown in sophistication, utility, and power, and is slowly reshaping how the entire support world captures, reuses and delivers solutions to customers. Knowledge management is fast becoming a professional field in its own right, and the development of Knowledge-Centered Support KCS...
- Tags: Notebook, Knowledge, Knowledge Management, Business Intelligence, Strategy, Enterprise Software, Software, Data Management, Management
- White papers 2005-11-01
- Technology for Optimizing Customer Relationships
- CRM presupposes the existence of an effective CRM strategy - a solid way to manage customer relationships in the first place. Once a CRM strategy is in place, a customer-centric database provides the foundation. Next, enabling technologies such as real-time event management allow companies to customize customer interactions based on...
- Tags: Customer Relationship, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Strategy, Marketing, Software, Management
- White papers
- Telecom Giant Seeks to Maintain Market Leadership Through Superior Customer Service
- Aliant serves more than two million consumers and over 80,000 enterprises. With deregulation Canada's telecom sector became highly competitive. Smaller companies were challenging Aliant's market share. The company launched its Customer Service Transformation Initiative with the goal to take customer satisfaction and retention to new levels, while reducing contact center...
- Tags: Customer Service, Leadership, Knowledge, eGain Communications Corp., Aliant Inc., Knowledge Management, Business Intelligence, Strategy, Telephony, Telecommunications, Enterprise Software, Software, Data Management, Management, Networking
- Case studies
- The Knowledge Life Cycle - an Executable Model for the Enterprise
- Knowledge Integration includes all knowledge transmission, teaching,knowledge sharing, and other social activity that communicates either an understanding of previously produced organizational knowledge to knowledge workers, or the knowledge that certain sets of knowledge claims have been tested and that they and information about their validity strength is available in...
- Tags: Knowledge, Knowledge Integration, Strategy, Management
- White papers 1999-04-09
- Credit Du Nord Scores!: Improving Customer Knowledge and Controlling Credit Risk With SAS
- Arising from the merger of 80 French banks, the Groupe Credit du Nord is today a federation of seven regional banks operating throughout France. Beginning in 1999, Credit du Nord launched its CRM Customer Relationship Management project to increase its customer knowledge. The strategy was to build a more permanent...
- Tags: Knowledge, SAS Institute
- Case studies
- Grow Your Business: The Value of Knowledge in the Contact Center
- Every aspect of modern business runs on information, and the contact center is the hub of knowledge flow, both into and out of the organization. Bringing sensible presentation and a unified view of critical business data to every agent desktop is a meaningful and critical way to rationalize the powerful...
- Tags: Knowledge, Cincom Systems Inc., Contact Center, Call Centers, Customer Relationship Management (CRM), Real Estate, It Operations, Enterprise Software, Software, Business Operations
- White papers 2005-11-01
- Understanding Your Customer: Segmentation Techniques for Gaining Customer Insight and Predicting Risk in the Telecom Industry
- The explosion of customer data in the last twenty years has increased the need for data mining aimed at Customer Relationship Management CRM and understanding the customer. It is well known that the telecom sector consists of customers with a wide array of customer behaviors. These customers pose different risks,...
- Tags: Segmentation, Technique, Customer, Telephony, Telecom & Utilities, Telecommunications, Networking
- White papers 2008-03-13
- Knowledge Management Capabilities in CRM: Making Knowledge For, From and About Customers Work
- In recent years, companies have integrated their Customer Relationship Management CRM and Knowledge Management KM efforts because they realize that KM plays a key role in CRM success. This paper presents the findings of a survey of customer-related KM initiatives' status quo within organizations as the first step of a...
- Tags: Knowledge, CRM, Knowledge Management, Strategy, Business Intelligence, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Software, Management, Data Management, Marketing
- White papers 2005-08-11
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