Webinar Reveals Best Practices for Top-Notch Customer Service

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Yankee Group and Consona host a KMWorld Webcast exploring Knowledge Management strategies and technologies used by today's most successful customer service organizations

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31 Flavors of Knowledge Management: Which Flavor is Right for Your Customer Service and Support?

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 that it has sponsored and co-hosted a Webcast revealing best practices and top technology to achieve stellar and continuous customer service. The KMWorkd Webcast, "31 Flavors of Knowledge Management: Which Flavor is Right for Your Customer Service and Support?" was hosted by Consona with Yankee Group.

In the Webcast, Andy Moore, publisher of KMWorld, and Sheryl Kingstone, director, Enterprise Research at Yankee Group, join Michael Tarbet, vice president, Americas for Consona CRM, to discuss the different options for knowledge management and how each can help achieve consistently outstanding customer service. Basic knowledge management is presented as a no-frills search tool to mine a filing cabinet of documentation or present static FAQs. By adding capabilities, the next level of knowledge management can capture information on an ongoing basis by breaking it down into smaller pieces that will deliver more precise answers in the future. More advanced knowledge management tools will enable organizations to capture and expose knowledge through various Web 2.0 channels, such as self-service, forums, chat and social networks. Finally, for a world-class customer experience, top knowledge management tools can be fully integrated into a robust CRM system to improve every customer interaction that becomes more intelligent as it is used.

Consona's Tarbet noted how selecting the most effective knowledge management technology and approaches can pave the way to consistently outstanding customer service. "In our Webcast, we tapped into the leading experts in knowledge management to offer practical advice for improving customer service and support. By matching the most appropriate knowledge management tools with each organization's needs, one can be better equipped to achieve a level of service that customers find irreplaceable," said Tarbet.

To learn more about what Tarbet and Kingstone recommend companies look for when selecting the tools needed for a world class KM implementation, download A PDF of the Webcast, "31 Flavors of Knowledge Management: Which Flavor is Right for Your Customer Service and Support?" is available through KMWorld's Best Practices Series.

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.com, or call (888) 8 CONSONA.

Contact:
Mitch Briggs                    
Consona Corporation
Direct: (317) 249-1620                
Mobile: (317) 829-4210                

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