- 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
Measuring the Return on Knowledge - Justifying, Measuring and Optimizing Knowledge Management Initiatives
This report was written by Service Excellence Research Group, LLC (ServiceXRG) and sponsored by Knova Software to explore the best practices for measuring the impact of knowledge management initiatives. This report examines the characteristics of successful knowledge management initiatives and the essential metrics required to track performance, measure impact, and identify opportunities for continuous improvement. Further, this report examines the potential impact of knowledge management to yield cost efficiencies as well as provide the catalyst for meaningful transformation of service into a highperformance, customer-focused organization. This report is based on recent studies by ServiceXRG including: Knowledge Management, an in-depth study of Knowledge Management strategies and best practices; Strategic Account Management, a focus on strategies for managing high-value accounts; and a recent study of User Perceptions of service based on interviews with 350 enterprise users.
Tags: CRM, Knowledge Management, Account Management
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