New Consona Report: Knowledge Management More Effective as Core of Customer Support System

Share Article

New Whitepaper Makes Case for Implementing Knowledge Management Processes and Technology as Foundation of Customer Experience Management System for DSPs

News Image
Knowledge Management is NOT an Add-On!

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 whitepaper, “Knowledge Management is NOT an Add-On!” The white paper underscores the importance of implementing knowledge management processes and technology as the core of any successful customer experience management (CEM) system, rather than an add-on module. By deeply integrating knowledge into the customer experience, digital service providers (DSPs), especially, may realize efficiency and increased revenue in their customer service and support organizations.

According to the paper, in the fiercely competitive DSP market, customer service and support can make or break a vendor. This fact makes it all the more important to deeply integrate knowledge with the business systems and service technologies that drive the customer experience. Unfortunately, many DSPs have relegated knowledge management to an afterthought — or add-on module — thereby missing the tremendous opportunity to nurture their customer relationships. In fact, by implementing knowledge as the core of a CEM system, DSPs can:

  •     Empower customers, reduce churn and increase engagement with self-service knowledge.
  •     Improve efficiency of service and support organizations through shared knowledge.
  •     Increase revenue and customer portfolio of services.

In “Knowledge Management is NOT and Add-On!,” Consona Vice President of Product Management Tim Hines offers his perspective on why knowledge is critical to the success of a customer service and support organization in today’s DSP market, and therefore imperative as the core of any CEM system. He also outlines characteristics of a superior knowledge-driven CEM, and lists limitations of typical knowledgebase modules.

“So many DSPs miss out on extra revenue, efficient operations and overall happy customers by relegating knowledge to a mere add-on,” said Hines. “By insisting knowledge be at the heart of their CEM system, DSPs can harness the full power of their captured knowledge and realize the many inherent benefits of a knowledge-driven CEM system.”

To view “Knowledge Management is NOT an Add-On!,” please visit

For more information on Consona and its product solutions, please visit the Consona CRM Web site at

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, e-mail, or call (888) 8 CONSONA.

Mitch Briggs                    
Consona Corporation
P: (317) 249-1620                
M: (317) 829-4210                


Share article on social media or email:

View article via:

Pdf Print

Contact Author

Mitch Briggs
Visit website