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Knowledge Management: The Core of Service Resolution Management
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence the need for knowledge management

and knowledge management  Integrating Customer Relationship Management and Service Resolution Management . Knowledge management (KM) is at the core of integrating CRM and SRM. KM software aims at helping to unlock the power of a company's knowledge to improve efficiency, competency, and profitability. It does so by providing an environment in which companies can, more quickly and cost-effectively, create a company-wide knowledge base to store and index documents and to more accurately search for the answers to user questions. Read More

Product Lifecycle Management (PLM)
This comprehensive product lifecycle management (PLM) knowledge base models modern product and design-related aspects of PLM for both discrete and process industries. It details product development...
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Documents related to » and knowledge management


10 Principles for Knowledge Management Success
Knowledge management (KM) can mean different things to an organization depending upon the nature of the initiative. KM is not a technology or set of

and knowledge management  base, knowledge sharing, collaboration and knowledge reuse to efficiently solve customer questions. Knowledge Management for Service and Support A successful knowledge management initiative within a help desk or call center can reduce agent training time and speed new employee ramp up. Knowledge-powered problem resolution enables agents to become more confident and competent sooner than they otherwise would without a KM practice. By having access to a knowledge base, new help desk and customer service Read More
Professional Services Automation: A New Approach to Business and Knowledge Management for Professional Services Firms
Professional services firms are not like other businesses. They have unique ways of working, unique challenges, and unique opportunities. While progressive

and knowledge management  New Approach to Business and Knowledge Management for Professional Services Firms Professional services firms are not like other businesses. They have unique ways of working, unique challenges, and unique opportunities. While progressive project-based businesses have already embraced professional services automation (PSA)—achieving results and return on investment along the way—there are still many firms that have yet to fully automate their key business processes or integrate their knowledge base. Read More
Integrating Customer Relationship Management and Service Resolution Management
The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies

and knowledge management  organizations—claim that they win and keep customers because they leverage their in-depth knowledge about the client to offer more personalized service. These clients do not want a cut-and-dried solution that looks and acts like the same CRM system that their next-door competitor uses. Rather, they want a flexible solution that they can tailor to their products, services, and business operations. The third essential factor of a CRM system that accommodates customer-facing processes is that it should Read More
InfiniteKM: Knowledge Management for Sales Channels and Contact Centers
InfiniteKM, a cloud (and on-premise)-based sales and service enablement platform, helps organizations’ sales channels and contact centers run smoothly and

and knowledge management  meet their sales, support, and marketing knowledge management needs. This blog post highlights the main features of the system and outlines the importance of this knowledge management tool for employees in sales and contact centers. The core functionality of the solution consists of the following: highly configurable portals with role-defined views e-libraries with built-in searching and WYSIWYG (What You See Is What You Get) content management learning management system (LMS) proposal generation full Read More
Accelerating (and Fast-Starting) the SME Business at Oracle (and SAP) - Part 1
The blogosphere and other media outlets might still be raving about major announcements at Oracle OpenWorld 2009, such as the one about Oracle’s professed

and knowledge management  Part 1 The blogosphere and other media outlets might still be raving about major announcements at  Oracle OpenWorld 2009 , such as the one  about Oracle ’s professed strategy of “gently” and thoughtfully assimilating Sun Microsystems . The impending merger (subject to somewhat more difficulty than previously expected, due to regulatory hurdles in Europe) should make Oracle not only the world’s largest business software company, but also a major hardware player. References to  Apple Computer Read More
MODX Web Content Management: Vendor Profile
Open source vendor MODX provides a modern, highly flexible, Web standards–compliant Web content management (WCM) framework. TEC’s Director of Knowledge Services

and knowledge management  business practices, revenue streams, and community. MODX’s WCM systems, Evolution and Revolution, are being used for a significant quantity of sites around the world. Find out more in this report. Read More
More Than
“Talent” traditionally refers to key people—executives, experts, rock stars, etc.—that a company does not want to lose, while the majority of the company’s

and knowledge management  Talent : Exploring Talent Management and Workforce Management as a Continuum “Talent” traditionally refers to key people—executives, experts, rock stars, etc.—that a company does not want to lose, while the majority of the company’s workforce are people who are considered more easily replaceable. But the general workforce can serve as a pool for future talent. This thought leadership explores some of the principles that are driving talent management and workforce management technologies—so Read More
Intuit and Square Integrate POS and Accounting for SMBs
Intuit and Square recently announced a seamless integration between Square Register and QuickBooks accounting. Built on Intuit’s open platform, the integration

and knowledge management  and Square Integrate POS and Accounting for SMBs Intuit and Square recently announced a  seamless integration between Square Register and QuickBooks accounting . Built on Intuit’s open platform, the integration with Square's point-of-sale (POS) solution aims to enable small businesses to more efficiently import their transactions from Square into QuickBooks, helping them streamline their operations, save time, and ensure more accurate reporting. The Square integration is the first of many new Read More
Pathways Materials Management, Financial Management
PDG Group Model 828

and knowledge management   Read More
SAP for Aerospace and Defense in the Maintenance, Repair, and Overhaul Industry
Aerospace and defense (A&D) companies are constantly seeking better ways to manage complexity, cut costs, and boost productivity. One of the most challenging

and knowledge management  for Aerospace and Defense in the Maintenance, Repair, and Overhaul Industry Aerospace and defense (A&D) companies are constantly seeking better ways to manage complexity, cut costs, and boost productivity. One of the most challenging areas within the A&D industry is maintenance, repair, and overhaul (MRO). To introduce new efficiencies and reduce MRO costs, many companies are looking beyond standard business practices to new strategies that promise solid business results. Read More
TIBCO and Teradata Partner to Deliver Extreme Data Discovery and Analytics
TIBCO and Teradata announced that they will combine technologies to offer a new platform for advanced analytics and extreme data discovery capabilities

and knowledge management  and Teradata Partner to Deliver Extreme Data Discovery and Analytics TIBCO and Teradata announced that they will combine technologies to offer a new platform for advanced analytics and extreme data discovery capabilities. Combining Teradata’s Enterprise Data Warehouse and TIBCO Spotfire 5, both software and technology providers will be able to expand their product capabilities to provide faster and more powerful data analysis tools for large volumes of information. According to Lars Bauerle, vice Read More
Ultimus Adaptive BPM Suite 8.3 for Business Process Management Certification Report
Ultimus Adaptive BPM Suite 8.3 is TEC Certified for online evaluation of business process management (BPM) solutions in the Enterprise Resource Planning (ERP

and knowledge management  competitive analysis, product analysis, and in-depth analyst commentary. Read More
Business Performance Management Basics: An Overview of Business Performance Management and Its Benefits to the Organization
Business performance management (BPM) includes setting key performance indicators, using data mining to discover data patterns and using software to help drive

and knowledge management  a successful BPM tool and a total failure. Data mining, also called knowledge discovery in databases (KDD), uncovers data patterns within databases. It is used as a tool to discover patterns among large amounts of data. Data mining allows organizations to identify why things happen, and helps them make connections between seemingly unrelated items. For example, if an organization wants to increase sales, identifying customer buying patterns with intuitive software saves time, and allows decision makers Read More

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