Knowledge Management for Great Customer Experiences

Sponsored By: KANA, Clicktools, Oracle, SAP, Relevate and Aspect

A recent Bloomberg Businessweek survey of midsized to large companies revealed that "delivering a great customer experience" has become the new corporate imperative, with 80 percent of respondents rating customer experience as a top strategic objective. Yet most organizations lack the strategies, processes, and technologies to achieve their self-stated objective.

In the following pages, you will find advice from six expert solution providers who have successfully blended knowledge management technologies and processes into customer-facing platforms to improve customer experiences at multiple touch points:

• 10 SIGNS YOUR SEARCH ENGINE'S STALLING Are your agents compensating for search engine incompetence? The time has come to take a hard look at your knowledge management strategy by KANA

• KNOWLEDGE MANAGEMENT FOR GREAT CUSTOMER EXPERIENCES by Clicktools

• KNOWLEDGE MANAGEMENT: 5 STEPS TO GETTING IT RIGHT THE FIRST TIME Transform Customer Service with Oracle's Comprehensive Solutions by Oracle

• BECOMING A ‘ONE ORGANIZATION': THE KEY TO DELIVERING CONSISTENT CUSTOMER EXPERIENCE by SAP

• MARKETERS IMPROVE CUSTOMER ENGAGEMENT AND DATA COLLECTION WITH REAL-TIME DATA SERVICES by Relevate

• RESEARCH REVEALS RESULTS: Building a Next Generation Contact Center Leads to Better Outcomes  by Aspect