Consona Report Deconstructs Knowledge Management Software Market

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New White Paper Provides Insight Into Knowledge Software Categories, Making Selection More Straightforward for Service and Support Organizations

This white paper is not intended to be a product selection guide, but rather, a tool that can be used to help buyer’s identify the right category for them and then conduct a focused vendor selection process.

Consona Corporation (Consona), a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes, today announced the availability of a new white paper, "The Knowledge Management Software Landscape." Designed as a guide to the types of knowledge management (KM) software, the white paper provides details that can help service and support organizations select the right solution to fit their needs.

KM is widely regarded as a valuable tool for customer service and support organizations as they strive to streamline their operations and deliver optimum service. But the words "knowledge management" mean different things to different people, resulting in an overwhelming heap of disparate KM categories that include even everyday solutions like content management and search, or simple FAQ engines. In an effort to bring clarity to the KM categories, "The Knowledge Management Software Landscape" white paper defines what's required in knowledge management for the service and support environment; namely, that capturing knowledge must be easy, and analytics must be present to continually improve the knowledge base.

In the white paper, Consona parses out five distinct solution categories and their approaches to these requirements. These five categories — which include CRM KM modules, structured knowledge bases, content management, search engines and full-featured knowledge management— are described in detail, and include practical questions that should be answered prior to making a KM solution selection.

"This white paper is not intended to be a product selection guide, but rather, a tool that can be used to help buyer’s identify the right category for them and then conduct a focused vendor selection process," said Duane George, Consona’s director of Product Management for the Knova knowledge management solution. "Armed with the information contained in this report, readers can evaluate their approach to the market, and conduct more productive conversations with IT to ensure their selection is appropriate for current and future needs."

A summary of this paper, "One of These Things Is Not Like the Others," will be featured in an upcoming issue of KMWorld Magazine as part of a section focused on best practices in intelligent search.

Please visit http://www.kmworld.com for more details.

To read “The Knowledge Management Software Landscape” in its entirety, please visit http://crm.consona.com/crm/learnmore/marketlandscapekm.

About Consona Corporation

Consona Corporation (Consona) is a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes. Consona is dedicated to becoming a valued business partner by helping each and every customer continuously improve business processes over time. Toward this mission, Consona invests in the people, processes, technology and tools needed to provide its customers with a unique combination of customer care; product fit; a broad range of consulting, IT and business services; and industry expertise. Consona serves more than 4,500 customers worldwide and across a variety of industries. Battery Ventures VI LP and Thoma Bravo LLC jointly own Consona. For further information, visit http://www.consona.com, e-mail info(at)consona(dot)com, or call (888) 8 CONSONA.

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