Consona and TSIA Present “More Reasons You Love to Hate Your Knowledgebase: Keeping the Spark Alive”

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Upcoming Webcast to Feature Ways to Re-emphasize Knowledge Management to Deliver Superior Customer Service and Support

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More Reasons You Love to Hate Your Knowledgebase: Keeping the Spark Alive

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, “More Reasons You Love to Hate Your Knowledgebase: Keeping the Spark Alive,” to be presented live on Thursday, May 19, at 11 a.m. PT / 2 p.m. ET, by John Ragsdale, vice president of technology research, TSIA, and Keith Holt, senior solutions engineer, Consona.

This event will focus on ways to revitalize the use of an organization’s service and support knowledgebase and avoid issues like outdated or missing data, which can ultimately effect long-term customer satisfaction and loyalty. Attendees will learn specific tactics such as the use of integration and adoption strategies, ways to maximize successful self-service interactions, and how to leverage analytics to identify problem areas.

“TSIA members are reporting that after initial successes, many KM projects are quickly de-emphasized and, a year later, a once-popular knowledgebase stops delivering value,” said Ragsdale. “It is important for us to educate them on the causes and effects of this ‘launch and leave’ syndrome, so that they continue to see value from this technology through customer satisfaction.”

Ragsdale has been tracking this ‘launch and leave’ trend, which is fully described in an upcoming TSIA Executive Insight report titled “Ongoing Maintenance Required for Effective Knowledge Management: ‘Launch and Leave’ Cited as Most Common Reason for KM Project Failure,” co-authored by Holt. All registrants will receive an advanced copy of Ragsdale’s report.

According to the paper, “With more robust knowledge tools, accepted standards such as knowledge-centered support (KCS), and a growing population of expert knowledge management consultants, new knowledgebase projects for customer service have a high likelihood of success. But it turns out the real challenge for the project is keeping funding—and employee interest—attached to the project for the long term.”

To register for this event, go to - http://webcasts.tsia.com/home/listing/tabid/64/listingkey/117/more_reasons_you_love_to_hate_your_knowledgebase_keeping_the_spark_alive.aspx.

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.

Contact:
Mitch Briggs                    
Consona Corporation
P: (317) 249-1620                
M: (317) 829-4210                
pr(at)consona(dot)com     

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