Knowledge Management

from knowledge. When implemented effectively, knowledge management processes and technology can deliver significant benefits. Read this paper to learn about delivering knowledge-driven CRM.

Service and support organizations can benefit tremendously from knowledge. When implemented effectively, knowledge management processes and technology can deliver significant benefits:

• Support operations are more efficient
• Customers help themselves
• The organization continually

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it challenging. Read this vendor e-book to learn how adding knowledge management to your customer service strategy can reduce costs while increasing agent productivity and customer satisfaction.

Due to today’s uncertain economic climate, many businesses are looking for ways to reduce the costs of customer service without sacrificing customer satisfaction – something most companies are finding challenging.

Forward-thinking organizations are realizing that infusing knowledge management...

common element that all of these answers share is "knowledge." Knowledge comes in many forms including: from customer interactions, from current and past employees, from outside consultants and reports.

Organizations continually generate and save knowledge. It's the lifeblood for R&D, Customer Care, Sales and Marketing and every other department in an organization. Unfortunately, a majority of this knowledge is rendered useless because oftentimes the people who need it most either do...

for an emerging professional function focused on the management of strategy.

Many organizations have achieved dramatic performance improvements by sustaining a focus on strategy implementation. We have captured and codified a body of knowledge from these successful organizations that provides the foundation for an emerging professional function focused on the management of strategy. An Office of Strategy Management that is positioned at the level of other senior...

for an emerging professional function focused on the management of strategy.

Many organizations have achieved dramatic performance improvements by sustaining a focus on strategy implementation. We have captured and codified a body of knowledge from these successful organizations that provides the foundation for an emerging professional function focused on the management of strategy. An Office of Strategy Management that is positioned at the level of other senior...

Dynamic case management (DCM) aims to empower knowledge workers, improve efficiency and deliver better outcomes. Adding analytics to the mix can add even more benefits by providing new insight into case information. This e-guide offers tips for combining DCM and analytics, which can help users spot trends and glean insights from case information.

Dynamic case management (DCM) aims to empower knowledge workers, improve efficiency and deliver...

Making knowledge more visible increases innovation and shortens turnaround times. Increased collaboration accelerates productivity. With Web 2.0, your company transforms into a more-socially connected organization that reacts faster and more effectively to the market. Making knowledge more visible increases innovation and shortens turnaround times. Increased collaboration accelerates productivity. With Web 2.0, your...

fix. Read this white paper to learn more about how to creat a knowledge-sharing culture in your business.

It’s a given that information is the lifeblood of the 21st century organization. Organizations that seek the elusive goal of a single view of the customer need first to instill an information-sharing culture throughout the company, not simply attempt to apply a quick technology fix. But too many companies find themselves locked into a situation where information is held in...

for helping improve the customer experience through knowledge management tools and various social CRM channels. Read this E-Guide to learn how to integrate and strategize these tools for an improved customer experience.

Customer experience management (CEM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. Customer experiences include not only interactions through...

Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat.

Contact centers can’t live in the past, and agents today need to respond to several growing customer channels: social media, instant messages and live web chats. That’s a lot to handle!

This three-part handbook offers insight into...

This report draws from the knowledge of full‐time practitioners who orchestrate enterprise‐wide rollouts in their organizations. We outline patterns of adoption and highlight practical insight that will help your company and your clients plan for the process and help set realistic expectations for a successful 2.0 rollout.

How is the rollout of a 2.0 initiative different from a traditional enterprise software deployment? This report draws...

This white paper examines how the health care industry can proactively support patient-focused care through the use of technology services that enable predictive analysis.

The problem of untimely, nonintegrated and nondetailed patient-centric data plagues all of the major healthcare industry sectors—providers, insurers, pharmaceutical, medical device, and government segments of the industry. Access to such data creates an opportunity for fostering more predictive...

why successful SharePoint deployments require effective management, vigorous protection, diligent compliance protocols, and continuous availability.

Effectively managing the risks associated with deploying collaborative and digital-asset repository platforms is crucial for success. As such platforms are increasingly relied upon to support mission-critical work-processes and content, it is imperative for organizations to continually assess and address this risk-exposure...

create public support, and increase team productivity and knowledge sharing. In the pages that follow, several examples of innovative companies benefiting from Enterprise 2.0 are presented. Discover how the following companies are using collaboration, blogging communities, social networks, and related forms of communication to enhance branding, increase reputation among customers and communicate with them, create public support, and increase team productivity and knowledge...

have spread to other parts of the business. Performance management solutions are being deployed more broadly, migrating to everyday users. This paper explains why a Finance Center of Excellence can help ensure your performance management initiative succeeds.

Learn how a Finance Center of Excellence (FCOE) can help your organization share knowledge, skills and best practices and maximize the value of your financial analytics deployments

and David Loshin how to create a time-proof information management infrastructure, as well as five steps you can take to improve the quality of analytical data. Also learn about connectors for moving data between relational databases and Hadoop clusters.

Decisions, decisions.

The success of your business depends on them.

When it comes to data architectures and management, it is imperative your decisions are capable of handling today's needs, as well as those of tomorrow, from both a...

retain existing customers, reduce the cost of customer management and more. Also, discover specific use cases of social intelligence.

Social intelligence is required for you to succeed in today's increasingly social world. The knowledge that stems from customers' social experiences coupled with insight derived from classic conventional marketing and customer relationship management (CRM) strategies enables you to gain a real-time view of the customer, get inside their mind, listen...

and usability to further enhance collaboration among knowledge workers.

Microsoft SharePoint is the platform of choice for organizations to store enterprise-wide content. New features in SharePoint Server 2010 take the platform to the next level by improving the platform’s scalability and usability to further enhance collaboration among knowledge workers. 

While there are many methods to encourage extensive collaboration – training on when to use SharePoint versus email or...

store rapidly increases, the ability to connect knowledge and provide the right information poses new challenges for decision making and increases risk.

This paper introduces a unique, cost effective and proven solution that complements an organization’s data warehouse strategy for a number of use-cases. Explore how a purpose built Event Data Warehouse can provide actionable results that enable better business decisions.

needed for functions such as workflow, collaboration, and knowledge management. According to Microsoft, nearly 45 percent of business-critical information is housed in e-mail and e-mail-attached documents.

Companies implementing business continuity plans are designating Exchange as a mission-critical application that must be protected from downtime in the event of disaster. E-mail access is particularly important during and immediately after a disaster, when employees may be dispersed or...

The consumer Web has shown us the power of the internet as a social, collaborative platform, particularly when compared to existing rigid corporate environments. Wikis, blogs, Really Simple Syndication (RSS) feeds, social networks, tagging, and mashups are flexible, user-driven tools that have the potential to bring many benefits to the enterprise. The consumer Web has shown us the power of the internet as a social, collaborative platform, particularly when compared to existing...

not to mention the growing demand for valuable business knowledge constantly being mined by an organization’s employees.

This white paper discusses what drives organizations in both heavily-regulated and less regulated industries to retain email and other electronic content. It explores the content retention challenges faced by those organizations in the midst of stringent litigation and regulatory compliance demands. And it offers practical advice for organizations that...

a wide range of legal compliance, regulatory, storage management, knowledge management and other problems. Further, messaging archiving will, in most cases, reduce the risk from non-compliance with legal or regulatory obligations, reduce overall storage costs and will retain corporate ‘memory’ stored in messaging systems.

This white paper discusses the several reasons to implement a messaging archiving system and provides an overview of ten vendors whose offerings are focused squarely on...