- Content Management
- Content Management
- Digital Asset Management
- Document Management
- CRM
- Call Center
- Contact Management
- Customer Relationship Management (CRM)
- Customer Service
- eCommerce
- Lead Management
- Marketing Automation
- Sales Force Automation
- Search Marketing
- ERP
- Accounting
- Enterprise Asset Management (EAM)
- Enterprise Resource Planning (ERP)
- Enterprise Service Automation
- Financial Management
- Product Lifecycle Management (PLM)
- Professional Services Automation
- Supplier Relationship Management (SRM)
- Supply Chain Management
- Warehouse Management
- Human Resources Management
- Human Capital Management
- Performance Management
- IT Management
- Email Security
- Help Desk
- Internet Security
- IT Asset Management
- IT Compliance
KNOVA White Paper
Key Tenets of World-Class Search & Knowledge Management for Customer Service
KNOVA is architected to optimize search as an adaptive process, not a mechanical event. By focusing on search as an interactive experience, KNOVA is better able to deliver the right answer – either in the form of the right content or the right person. The #1 differentiator between industry leaders and industry laggards, as measured in a 2005 study by the Columbia School of Business, is a passionate focus on the consumer experience. Search is a fundamental bridge between the enterprise and its stake-holders, and the quality of the search experience is a core driver of experiential perceptions. Delivering a powerful search experience builds a brand perceived as responsive, empathetic and knowledgeable. As the leader in Service Resolution Management, KNOVA has pioneered the application of customer experience management to enterprise search and knowledge management as part of customer service.
Tags: CRM, Knowledge Management, Customer Experience, Service Resolution Management, Search Management
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