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Abstract:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible.
Hence the need for knowledge management software, which helps companies segment and then distribute the information their
customers want to know. (...)
Excerpt related to
service knowledge management:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence
the need for knowle...
Published:
2007-12-12
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Excerpt related to
service knowledge management:
... aligning everyone in the service operation. Enter Servigistics’ Service
Knowledge Management (SKM). This brings me to Servigistics, a ...
Published:
2008-12-23
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Abstract:
The critical difference between industry leaders and laggards is a focus on the consumer experience. Search is a fundamental
bridge between an enterprise and its stakeholders, and the quality of the search experience is a core driver of experiential
perceptions. Delivering a powerful search experience bu (...)
Excerpt related to
service knowledge management:
Key Tenets of World-class Search and Knowledge Management for Customer Service.
Source: Consona/KNOVA. Document Type: White Paper ...
Published:
2010-03-11
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Abstract:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition
to improved customer satisfaction rates. (...)
Excerpt related to
service knowledge management:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04
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Abstract:
There are two types of project portfolio management (PPM) solutions for professional services organizations (PSO). For smaller
PSOs, best-of-breed vendors provide hosted solutions with out-of-the-box integrations, while integrated PPM solutions provide
the complete back-office systems preferred by many l (...)
Excerpt related to
service knowledge management:
There are two types of project portfolio management (PPM) solutions for professional services organizations (PSO). For smaller
PSOs, best-of-breed...
Published:
2006-01-02
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Abstract:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing
efforts. (...)
Excerpt related to
service knowledge management:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious...
Published:
2007-12-07
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Excerpt related to
service knowledge management:
... been advanced by Servigistics, and Part 2 zoomed into the capabilities of one particular part of the
Servigistics SSM suite: Service Knowledge Management (SKM ...
Published:
2009-03-03
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Abstract:
Product Lifecycle Management (PLM) addresses the full lifecycle of a product. The focus of most of the current PLM solutions,
however, does not make the most of the value available from servicing products after they have been sold. Service Lifecycle
Management (SLM) promises valuable business benefits (...)
Excerpt related to
service knowledge management:
... Service Lifecycle Management is a promising initiative ...
for manufacturing and has broad knowledge of applying Product Lifecycle Management, ERP,
Supply ...
Published:
2003-06-11
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Abstract:
Strategy in digital business has become an increasingly significant component of Digital Business Service Provider (DBSP)
offerings. Pure plays have and are becoming more experienced, and are serious competitors to the more traditional strategists.
DBSP strategists take over where the traditional consult (...)
Excerpt related to
service knowledge management:
Strategy in digital business has become an increasingly significant component of Digital Business Service Provider (DBSP)
offerings. Pure plays ha...
Published:
2000-10-03
-
Abstract:
eLoyalty, a CRM strategy and implementation consultancy, recently partnered with ServicePower to enhance its Field Service
and Logistics practice. ServicePower is a small vendor that develops dispatch optimization software. eLoyalty will use ServicePower’s
software to incorporate dispatch optimizatio (...)
Excerpt related to
service knowledge management:
eLoyalty, a CRM strategy and implementation consultancy, recently partnered with ServicePower to enhance its Field Service
and Logistics practice....
Published:
2000-11-21
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Abstract:
Enterprise resource planning (ERP) vendors have extended their functionality to service vertical markets in the service industry.
As a result, ERP for services has emerged as a viable software category competing with the best-of-breed vendors serving professional
services sector industries. (...)
Excerpt related to
service knowledge management:
Enterprise resource planning (ERP) vendors have extended their functionality to service vertical markets in the service industry.
As a result, ERP...
Published:
2007-04-09
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Abstract:
A recent Forrester report on Commerce Sites developed by service providers shows costs are rising while service is remaining
flat, and sometimes results can be pretty glaring from a 'minor' slip-up to one that can have major client impact. (...)
Excerpt related to
service knowledge management:
A recent Forrester report on Commerce Sites developed by service providers shows costs are rising while service is remaining
flat, and sometimes r...
Published:
2000-07-21
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Abstract:
Organizations are looking for self-service models to manage their internal and external content. Content management systems
are the answer, but then the question becomes which to choose—an all-in-one enterprise content management suite, or an integrated,
best-of-breed point solution? (...)
Excerpt related to
service knowledge management:
Organizations are looking for self-service models to manage their internal and external content. Content management systems
are the answer, but th...
Published:
2007-12-12
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Abstract:
System integration is relatively painless due to the 9100c's ability to connect to the network with a HP Jet Direct card
and a simplified installation user interface. (...)
Excerpt related to
service knowledge management:
Analysis of HP and Notable Solutions Inc. decision to Integrate Paper Documents Into Microsoft Knowledge
Management and Messaging Applications. ...
Published:
2000-02-07
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Abstract:
This is a transcript of an audio conference on E-Business Service Provider Evaluation and Selection presented by TechnologyEvaluation.Com.
The presentation used the TEC patented selection engine WebTESS to conduct a live real time evaluation and selection. It
then reviewed the critical differentiating s (...)
Excerpt related to
service knowledge management:
This is a transcript of an audio conference on E-Business Service Provider Evaluation and Selection presented by TechnologyEvaluation.Com.
The pre...
Published:
2000-08-10
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Abstract:
MAPICS remains a customer-focused organization with the mantra of helping customers in select verticals become world-class
manufacturers. (...)
Excerpt related to
service knowledge management:
MAPICS remains a customer-focused organization with the mantra of helping customers in select verticals become world-class
manufacturers.
Published:
2003-10-11
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Abstract:
Lawson is sticking to its focus on selected vertical markets, but going forward the tenets of that focus will likely be more
finely tuned. Namely, the vendor has lately accelerated development, in part through a number of appetizing acquisitions,
of its traditional vertical functionality to ensure contin (...)
Excerpt related to
service knowledge management:
Lawson is sticking to its focus on selected vertical markets, but going forward the tenets of that focus will likely be more
finely tuned. Namely,...
Published:
2003-11-07
-
Abstract:
Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS).
Vendors such as WebEx, Webcom, MCA Solutions, and Ariba are delivering applications as SaaS. (...)
Excerpt related to
service knowledge management:
Applications are more often outsourced than infrastructure, and this is increasingly done through software as a service (SaaS).
Vendors such as We...
Published:
2006-03-17
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Abstract:
While pundits have been debating whether the configuration software deserves to be a CRM module on its own, it is certainly
a part of the much broader CRM class of products, which typically includes front-office applications for sales force automation
(SFA), marketing automation, and field service/call c (...)
Excerpt related to
service knowledge management:
While pundits have been debating whether the configuration software deserves to be a CRM module on its own, it is certainly
a part of the much bro...
Published:
2002-11-08
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Abstract:
Quote-to-order systems include quotation management and pricing configuration solutions. Pricing configuration engines automate
pricing and quoting processes for manufacturers with complex requirements. Their benefits include quotes that are quick and
accurate, leading to increased customer satisfaction. (...)
Excerpt related to
service knowledge management:
Quote-to-order systems include quotation management and pricing configuration solutions. Pricing configuration engines automate
pricing and quotin...
Published:
2007-11-16