Consona and TSIA Measure Business Benefits of Knowledge Management in Latest Webcast

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Presentation addresses struggles to project the value of implementing KM; offers help in determining true impact

While KM is generally accepted as a top driver of operational success, companies still have difficulty measuring their own implementation's effectiveness

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 an upcoming webcast, "The ROI of Knowledge," to be held on Thursday, April 12, 2012 at 11 a.m. PT. The hour-long session will be presented by John Ragsdale, vice president of Technology Research at TSIA, and Duane George, director of product management for the Knova knowledge management (KM) software solution from Consona.

Planned spending on knowledge management in 2012 is expected to eclipse that of 2011, no doubt driven by expected benefits, such as call center efficiency gains and customer satisfaction improvements. Yet, despite KM's many recognized benefits, companies still struggle to verify that they are leveraging their KM implementation to achieve the greatest possible return on investment (ROI). And for those companies in the market for new knowledge tools, the potential for improvement must be clear in order to help guide project budgets.

In the webcast, Ragsdale and George offer practical advice on how companies can calculate their ROI for KM. The conversation will focus on which support metrics are directly impacted by effective KM, and how each has a trickle-down effect on other metrics. Specifically, the webcast will discuss how customer satisfaction and loyalty are influenced by KM, and recommendations for implementing accurate and appropriate analytics will be presented.

"While KM is generally accepted as a top driver of operational success, companies still have difficulty measuring their own implementation's effectiveness," said Ragsdale. "The ability to calculate actual savings is critical and requires a three-pronged approach: implementing a strong metrics program, benchmarking current performance against that of peers, and looking beyond productivity to track longer-term impacts to customer satisfaction and loyalty."

Ragsdale expands on the webcast conversation in a TSIA Executive Insight report, "Calculating the Business Benefits of Knowledge Management: Metric Improvements and Cost Savings Using Real-World Data and Examples." The report highlights data gathered from TSIA research, and specifies which metrics are most influenced by KM and why. Guidance on metric averages and realistic expectations for improvements are also presented. The report is generally available on May 1; webcast registrants will receive a complimentary copy of the report.

To register for this event, go to the TSIA registration page at http://cysalesteam.com/tsia/event/the-roi-of-knowledge.

About TSIA
The Technology Services Industry Association (TSIA) is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities, and high-profile certification and awards programs. We keep their business leaders informed and connected through a full range of programs and services that tackle real-world service business challenges, providing real-world solutions. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT and telecom, consumer technologies, healthcare and healthcare IT, and industrial automation. TSIA brings the technology services industry together. Visit http://www.tsia.com for more information.

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 infoATconsona.com, or call (888) 8 CONSONA.

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Mitch Briggs
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