CRM - March 2008 - (Page 37)

the time being. As the enterprise search market consolidates and smaller companies are bought up by large vendors, “in the long run, search is going to go the way workflow management went: It started out as a standalone service and got absorbed,” Creese says. There are a few major issues enterprise search will be addressing as the technology matures. For instance, simply finding ways to refine results—making sure people get precisely the documents they’re searching for—will become more important, as will increasing scalability (the number of documents that can be searched at once). The ability to search audio and video files is also emerging; some companies, including Coveo, already have solutions on the market. Finally, one goal of enterprise search going forward will be the ability to generate answers to questions, rather than simply returning documents. When people search, they often are not hoping to find a certain document; they want to find specific information that the document contains. For these sorts of information-seeking queries, some responses to the search request, “When does my license with Microsoft expire?” are better than others: A result of “March 2010” is more useful than being directed to the license itself and having to read through it to find the expiration date. Enterprise search typically arrives through one department that has a problem and thinks a search solution can help. After several departments each buy their own products, the topic tends to bubble up to the IT department, Creese says: Someone notices that the company’s paying for six different search engines, and starts looking to consolidate. “It’s relatively rare for companies to worry about enterprise search as a strategic move,” Creese adds. “It’s still pretty technical, so I don’t see a huge number of people diving in right now. But I do see a lot more enterprises using it in the future. Information overload is killing people.” Contact the editors at editor@destinationCRM.com. www.destinationCRM.com http://books.infotoday.com/books/RealTimeCRM.shtml http://books.infotoday.com/books/RealTimeCRM.shtml http://www.destinationCRM.com

Table of Contents Feed for the Digital Edition of CRM - March 2008

CRM - March 2008 Contents Front Office Feedback Reality Check Customer Centricity The Tipping Point Re-shoring Contact Centers NetSuite’s Sweet Ride Takes Another Turn SaaS X.0? destinationCRM Dashboard Retailers Dream Big Detroit: Driven to Distraction Required Reading The Markets Within the Masses In Search of... Selling CRM to Your Sales Force Quixtar’s Quick Fix Travelocity’s New Traveling Companion Chasing Down First-Call Resolution Governing Better Marketing Secret of My Success Re: Tooling Connect Pint of View

CRM - March 2008

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