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Content & Knowledge Management

• Salesforce.com: KM-Based Customer Service in Service Cloud 2

  Salesforce.com’s First Release of Capabilities to Support KM-Based Customer Service

  by Mitchell Kramer

  Support for KM-based customer service in Salesforce.com applications is provided by capabilities in Service Cloud 2, Customer Portal, and Salesforce Knowledge. These are new capabilities delivered with the Winter ’10 release in November 2009.
  Dec. 23, 2009

  Technologies

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• Customer Service Company and Product Update 3Q2009

  A Good 3Q2009 for Knowledge Management-Based Customer Service

  by Mitchell Kramer

  3Q2009 was a good quarter for KM-based customer service. Customer growth improved and good financial performance resulted. Product activity was very high. KM-based customer service is positioned for a very good 4Q2009 and a strong 2010.
  Dec. 10, 2009

  Technologies

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• IBM's Enterprise Content Management Strategy: Bigger than ERP?

  Broader and Deeper; Redefines Both Content and Management

  by Susan Aldrich

  IBM's Enterprise Content Management (ECM) strategy is big—very big. And that’s good news for customers.
  Nov. 25, 2009

  Technologies

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• Customer Service Company and Product Update 2Q2009

  KM-based Customer Service Rebounds in 2Q2009

  by Mitchell Kramer

  KM-based customer service rebounded in 2Q2009. Customer growth and financial performance improved over 1Q2009. Several suppliers made significant product announcements. Two suppliers did some M&A.
  Sep. 17, 2009

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• How Customer-Centric Visionaries Make Information Valuable

  Make Information Actionable and Connect People to People

  by Patricia Seybold

  Visionaries—ebusiness leaders—take content very seriously. They don't just post it; they make it multi-dimensional and actionable.
  Jun. 2, 2009

  Strategies

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• RightNow Service, a Solution for Organizations of All Sizes in a Wide Range of Industries

  Review of RightNow Service November '08 Release

  by Mitchell Kramer

  RightNow Service, the KM-based customer service offering from RightNow Technologies, has been implemented by more than 1,700 organizations since 1997. We recommend current release RightNow November '08 to consumer-oriented organizations of all sizes.
  Jan. 29, 2009

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• Customer Service Company and Product Update 3Q2008

  Wow! Growth Continues in 3Q2008

  by Mitchell Kramer

  3Q2008 marked the sixth consecutive quarter of growth for KM-based customer service. The biggest company news was Consona’s rebranding its suites of customer CRM and KM products as Consona CRM.
  Nov. 26, 2008

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• empolis:Service Lifecycle Suite

  Configurable and Customizable KM Technologies for Self-Service and Assisted-Service

  by Mitchell Kramer

  empolis:Service Lifecycle Suite is the KM-based customer service offering from empolis GmbH. Introduced in 1996, it has been implemented in 500 customer accounts across many industries. Use it to help your customers diagnose and resolve problems.
  Oct. 9, 2008

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• Airbus's Super Jumbo Content Challenge

  Fine-Grained Information Objects, Variants, and Layered Architecture Form the Solution

  by Susan Aldrich

  Airbus has developed a system that enables 1000 people to build a million pages of accurate, custom documentation for each Superjumbo aircraft it ships.
  May. 8, 2008

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• Customer Support: Success with Knowledge Management

  Best Practices from Fujitsu Siemens, Moeller Group, Nokia Siemens Networks, Siemens A&D, Siemens SIS, O2, and Versatel

  by Susan Aldrich

  Seven companies share their success stories in automating the creation and use of knowledge assets for customer service.
  Jun. 7, 2007

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• Managing Product Content at Hewlett-Packard

  A Practical, yet Innovative and Elegant Approach

  by Mitchell Kramer

  Hewlett-Packard has designed, built, and implemented a system called HP Provisioner for managing its product content. This report is a case study that describes the motivation, approach, design, development, and implementation of HP Provisioner.
  Aug. 18, 2005

  Strategies

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• Northern Light Enterprise Search Engine V.3.0

  Low Price, High Value, and Programmer Friendly

  by Susan Aldrich

  Northern Light Enterprise Search Engine V.3.0 stacks up well against our enterprise search evaluation criteria.
  Jun. 23, 2005

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• Content Management Goes Back to the Future

  Content Management Is Evolving Today as Data Management Did Twenty-Five Years Ago

  by Mitchell Kramer

  What is the future of content management? Just look at data management’s past.
  May. 19, 2005

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• How to Think About Content Management

  Confused about Content Management and Portals? Reframe Your Questions

  by Patricia Seybold

  Some tips on how to scope your content management initiative.
  May. 5, 2005

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• RedDot Solutions for Content Management

  Providing Infrastructure for Staging and Delivering Business Information across the Web

  by Geoffrey Bock

  RedDot delivers three products: CMS for Web content management; XCMS for managing documents and workflows, and providing a workspace within an intranet; and LiveServer for personalizing content delivery to Web servers, portals, and other applications.
  Feb. 10, 2005

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• Tagging Content for Meaning

  How WGBH and HP Are Using Metadata to Incorporate Unstructured Information into Operational Activities and Customer Scenarios

  by Geoffrey Bock

  Tagging content (or, in technical terms, adding descriptive metadata to data) started out as way to dynamically format the same text differently for different purposes. Two pioneering organizations, WGBH and HP, have significant initiatives underway.
  Dec. 9, 2004

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• ServiceWare Enterprise 5.7

  Answer Questions and Solve Problems with Content, Metadata, and Self-Learning Search

  by Mitchell Kramer

  ServiceWare Enterprise can help your customers understand your products; find answers to questions about your products; and diagnose, report, and fix problems with your products across self-service and assisted-service touchpoints. This report examines S
  Dec. 2, 2004

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• The Future for Open Text

  How Livelink Will Deliver Content and Foster Collaboration among Task Teams

  by Geoffrey Bock

  Open Text provides a wide range of capabilities for managing content and fostering team-oriented collaboration within intranets, based on its flagship product suite, Livelink.
  Dec. 2, 2004

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• Interwoven at the Crossroads

  Prospects for Weaving Together Disparate Product Capabilities into an Integrated ECM Platform Offering

  by Geoffrey Bock

  Interwoven is an enterprise content management vendor at the crossroads. This month, at its recent analyst conference, Interwoven identified both its current product plans and its future directions.
  Nov. 23, 2004

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• Astoria Structured Document Management System 4.3

  Using Content Components to Assemble Structured Documents

  by Geoffrey Bock

  Astoria Software delivers the Astoria Structured Document Management System, a product designed to improve accuracy, increase productivity, and accelerate the time required to publish structured documents in electronic or hard-copy formats.
  Nov. 10, 2004

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