- 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
The Intelligent Customer Experience Lifecycle
The customer experience lifecycle is as unique as each of your customers. However, based on years of working with worldclass companies across many industries, KNOVA has broken the lifecycle into four distinct, yet historically disjointed, phases: • Interactive Marketing: Information-centric product discovery and selection • Ecommerce: Transactional product configuration and purchase • Customer Relationship Management (CRM): Transactional incident routing and case management • Service Resolution Management (SRM): Knowledge-based problem research and resolution
Tags: CRM, SRM, Customer Experience, Service Resolution Management
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