CRM - November 2007 - (Page S2)

2 November 2007 Sponsored Content CRM Magazine Best Practices Series: GOLD SPONSOR CAPITALIZING ON Knowledge Management IN CRM Amazing efficiencies have been realized in many of the processes making up customer relationship management solutions. Of course, all that call routing speed and those multiple channel contact points will eventually cause incoming customer inquires to pile up into a logjam unless effective knowledge management processes are imbedded deeply into the solution. Delivering effective customer service is all about answering questions quickly and efficiently. In the following pages of this section, five leading vendors offer their insights into how to capitalize on knowledge management strategies and practices in your customer relationship management initiatives. Not surprisingly, the insight they offer has very little to do with technology but instead concentrates on the larger questions on project scope, best practices, and creating a knowledge management solution that is adaptable and dynamic. Sometimes a broad topic like this seems daunting to everyone except those deep pocketed companies at the end of the revenue spectrum, but I think that you will find that the information proffered can especially be of value to readers in the small/medium arena as well. For those of you who would like to download this section in its entirety, please visit our website for a complete PDF at http://www.destinationcrm.com/whitepapers/, and contact our sponsors directly. Bob Fernekees GROUP PUBLISHER CRM Media, a division of Information Today, Inc. NORTH AMERICAN CORPORATE HEADQUARTERS 3030 Orchard Parkway San Jose, CA 95134 www.businessobjects.com Phone: (408) 953-6000 Phone: (800) 527-0580 Fax: (408) 953-6001 345 E. Middlefield Road, Mountain View, CA 94043 Phone U.S.: (800) 821-4358 Phone Europe: 44 1753 464646 Email: info@egain.com www.egain.com 411 108th Avenue N.E., Suite 900, Bellevue, WA 98004 Phone: 425.688.3800 Toll free: 888.462.3484 Fax: 425.688.3899 www.talisma.com 45365 Vintage Park Plaza, Suite 250, Dulles, VA 20166 Phone: 1.703.481.9326 Toll Free: 1.800.787.8755 Outside the U.S call: 1.480.362.6101 http://www.vovici.com 102 South Tejon, Suite 1200, Colorado Springs, CO 80903 Phone: USA (800) 248-5667 • Worldwide (719) 268-0174 Email: support@thinkhdi.com http://www.thinkhdi.com Produced by: CRM Media Bob Fernekees, Group Publisher 212-251-0608 x13 bfernekees@destinationcrm.com Adrienne Snyder, Eastern/Midwest Account Director 201-327-2773 adrienne@destinationcrm.com Dennis Sullivan, Western Account Director 800-248-8466 x538 dennis@destinationcrm.com http://www.businessobjects.com http://www.businessobjects.com http://www.egain.com http://www.egain.com http://www.talisma.com http://www.talisma.com http://www.vovici.com http://www.vovici.com http://www.thinkhdi.com http://www.destinationcrm.com/whitepapers/ http://www.thinkhdi.com http://www.destinationcrm.com/whitepapers/

Table of Contents Feed for the Digital Edition of CRM - November 2007

CRM - November 2007 Contents Front Office Reality Check Customer Centricity Have You Caught It? The Mother of Enterprise Information Market Focus: Technology: The Simple Truth about Complex Manufacturing Q&A: Gianforte Talks CRM Required Reading Predicting Profitability Checking the Pulse of the Contact Center Cast a Narrow Net Modern Times, Modern Methods Primos Hunting Calls Snares Efficiency Nailing It Down Moving in on Mortgage Delinquencies RDS Delivery Delivers on Service Secret of My Success Re:Tooling The Tipping Point Pint of View

CRM - November 2007

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