KMWorld articles from March 2007

KMWorld archives from March 2007

Search: pure and simple.
March 1, 2007... A pretty compelling case can be made that search is the single most interesting thing happening in enterprise software these days. Search and navigation technology takes many forms, nearly all of which are dramatically more sophisticated than...

From knowledge to distraction.
March 1, 2007... No matter how interested you are in this article, you probably won't make it to the end in one reading. Instead, you will be interrupted by a phone call, 10 to 20 e-mails (whether you read them or not) and a few instant messages. Plus, a...

Ontologies and abstractions.(regarding laws)
March 1, 2007... Here's an odd question, sort of like asking, "What are the symptoms of hypochondria?" The more you think about it, the less it makes sense. So, take an ontology. It's not an easy term to define because there's honest disagreement about...

Recommind's MindServer 5.0.(Industry Watch)(Brief article)
March 1, 2007... Recommind (recommind.com) has launched a new version of its popular MindServer platform, which includes new e-discovery functionality that enables enterprises to quickly and easily locate electronically stored information (ESI) that must be...

Fine-tuning the enterprise.(Industry Watch)(OfficeEngine introduced by HandySoft Corp.)(Brief article)
March 1, 2007... HandySoft (handysoft.com) has released OfficeEngine, an application designed to enable knowledge workers to create, assign, sub-delegate, track and execute mission-critical work in real time. HandySoft explains that OfficeEngine models and...

The fabric of BPM.(Industry Watch)(webMethods Inc. introduces Fabric 7.0)(Brief article)
March 1, 2007... WebMethods (webmethods.com) has introduced Fabric 7.0, its flagship product suite, which, it says, provides a unified environment for process development, automation and monitoring. The company reports the major highlight of the new version...

Inxight forms KM partnership.(Industry Watch)
March 1, 2007... Inxight Software (inxight.com) reports it has established a strategic business relationship with iKnow (iknow.com) to jointly develop and market advanced informatics solutions. The companies will initially focus on three industry...

Global 360's Case Manager.(Industry Watch)(Brief article)
March 1, 2007... Global 360 (global360.com) has unveiled G360 Case Manager 10, which incorporates BPM capabilities, including the ability to graphically model organizational data and deploy human processes, with enterprise content management functionality for a...

Search for e-mail archives.(Industry Watch)
March 1, 2007... X1 (x1.com) has introduced what it says is the first enterprise search content connector for the Symantec (symantec.com) Enterprise Vault. The integration allows joint customers to find, preview and take action on all e-mail locally in a single...

Customer service gets SaaSy.(Industry Watch)
March 1, 2007... KANA (kana.com) has introduced a fully integrated suite of customer service solutions as an on-demand offering. The KANA OnDemand suite is said to deliver the same enterprise-class security, reliability and performance as its on-premises...

ECM ... no slowdown in sight.
March 1, 2007... The disparate nature of content and the desire to share it companywide, as well as with business partners and customers, are challenges facing vendors and users of enterprise content management (ECM) systems. Corporate executives and...

Clearview software.(Directory: Content and Document Management Solution)
March 1, 2007... Clearview introduces a fresh, new approach to enterprise content management, bringing enterprise-class features and functionality to the mid-market. Designed to provide ease-of-use and enable mass adoption across an organization, Clearview...

SpringCM.(Directory: Content and Document Management Solution)
March 1, 2007... SpringCM is the simple, smart, secure source for on-demand document and content management. The company is meeting the real need of businesses to manage the explosion of documents and other content types--from capture, storage and search,...

FatWire.(Directory: Content and Document Management Solution)
March 1, 2007... FatWire Software is the leading provider of content management and delivery solutions for deploying persuasive Web sites and applications. FatWire's Content Server platform gives business users complete control over the creation and...

TOWER Software.(Directory: Content and Document Management Solution)
March 1, 2007... TOWER Software is the proven leader in Enterprise Content Management solutions, empowering customers to take ownership of their data and achieve success through information management. The company's award-winning TRIM Context software provides...

KMWorld trend-setting product of 2006.(Xenos Group Inc.)
March 1, 2007... Xenos develops software and provides services to liberate information trapped in proprietary systems and incompatible repositories. Xenos solutions enable our customers to repurpose this information, optimizing their information supply chains...

ECM: managing invoices pays off.
March 1, 2007... Enterprise content management (ECM) systems are best known for handling documents that represent the intellectual capital in organizations--documents such as project deliverables, research reports and reference materials. In recent years,...

The view from the dashboard.(Data-driven decisions)
March 1, 2007... Decision-making in organizations is based on a complex mix of rational and intuitive thinking. Amidst abundant data, organizations find it difficult to make decisions in which they are confident. One way to help make sense of enterprise data is...

Strategies and solutions for customer analytics.
March 1, 2007... Marketing departments have often functioned on gut feelings, intuition and qualitative information-gathering in the form of anecdotal reports from customer-facing employees. Visibility into customers' transactional purchases behavior is...

100 companies that matter in knowledge management.(KM World)
March 1, 2007... About a year ago, Dr. Michael Koenig wrote in these pages that unlike many business "fads," knowledge management didn't fall into the typical 10-year pattern of boom and bust, with four or five years of explosive growth, followed by a slightly...

When is a website not a website?(Company overview)
March 1, 2007... I'm not certain when it happened, but sometime when I was not looking, someone stole the World Wide Web. I swear I didn't take my eyes off of it for more than a minute, but when I looked again, instead of the Web, there was a... take your...

Winning strategies for Web self-service.
March 1, 2007... Web self-service increases in importance as companies seek to reduce costs while maintaining and growing their customer bases. At the same time, and equally important, consumers look to the Web as the resource of choice for researching and...

Online self-service is finally getting interesting.(Content Targeting + Actionable Insight = Revenue Growth)
March 1, 2007... For years, companies have relied on customer support websites, online banking centers and other self-service channels to defray the rising costs of call centers. While this was an effective strategy, many companies are now realizing that there...

Using Web self-service to accelerate online sales.
March 1, 2007... Web self-service done well deserves to be positioned as a complementary sales channel. As well as helping organizations to increase online sales, it can be used as a platform for promoting in-store products and offers; for ensuring that store...

Completing the self-service picture for high-value customers: the role of enterprise reporting for next-generation Web self-service.
March 1, 2007... Over the past several years, many service businesses have invested in Web self-service, FAQs, search and multi-channel CRM applications and services. Some have adopted e-commerce, e-billing and specialized content management solutions, and have...

Deliver the self-service your customers really want: four principles for exceeding self-service expectations.
March 1, 2007... We all want great self-service. Customers like it for convenience; companies like it because it can short-circuit expensive agent support. Unfortunately, great self-service is hard to find. Often it is a frustrating experience that drives...

Busting the five Web self-service myths.
March 1, 2007... There are five myths that permeate the Web self-service world. Each has a corresponding "truth," and each can be met by approaching from a best-practice perspective: Myth 1: "One size fits all"--one Web self-service method fits all customers...

A modern approach to customer support: leveraging the concepts of Web 2.0 for self-service and in the contact center.
March 1, 2007... The world has changed. Top-down command and control models are obsolete. Today, the road to success means empowering customers with Web 2.0 technology and then enabling users to manage their own experiences while simultaneously contributing...

Extreme content makeover: self-service edition.(customer relationship management software)
March 1, 2007... In the realm of customer service, frustrated customers, uninformed customer service representatives and stressed-out executives need a radical solution. The extreme self-service makeover can eliminate this "triangle of pain," and help...

Web self-service fulfills customer expectations.(The Five Essential Rules)
March 1, 2007... "Staple Yourself to An Order" is the 1992 research conducted by Harvard Business School professors Ben Shapiro, Kash Rangan and John J. Sviokla that explored the impact of a company's order management cycle (OMC) on customers. It is credited...

Covering all the channels: a conversation with ... Charlie Isaacs, Kana.(Kana Software Inc.)(Interview)
March 1, 2007... Nature alert! The greater common website (websiteimus staticus horribilus) has reached extinction levels, and good riddance, I say! Like the dodo or the compassionate conservative, there are certain things we can just plain live without. ...

KM in the expanding world of multi-channel customer service.
March 1, 2007... The number of communication channels available today is exploding. Customer service, if it is done right, should not restrict customers to a particular channel. Instead, it should offer many communication options so that customers can interact...

KANA's KM solution.(KANA IQ)
March 1, 2007... KANA has designed its knowledge management solution, KANA IQ, as a unified knowledgebase for use by self-service customers and call center agents with seamless integration to the call center's case management application. This design allows...

Leveraging knowledge at Xerox.
March 1, 2007... Xerox is the leading provider of color and black-and-white digital printers, digital presses, digital copiers, as well as a broad range of services, solutions and software. For its multinational, multilingual customer base located in more...

Hitting a moving target: toward a more meaningful Buyer's Guide.(Buyers guide)
March 22, 2007

Profiles 2007.(Buyers guide)
March 22, 2007

Index to research centers.
March 22, 2007

Index to solutions.
March 22, 2007

The companies to watch in 2007.(Statistical table)
March 22, 2007