Industry Experts to Present Business Case for Knowledge Management

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KMWorld and Consona Host Webcast Outlining Concrete Figures and Strategies as Validation for KM Programs in 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 is co-hosting a webcast with KMWorld Magazine and David Kay of DB Kay & Associates, presenting the tangible business arguments for implementing a knowledge management (KM) solution. This free webinar, “Return on Instinct: Building a Business Case for True Knowledge Management ROI”, will take place online on Tuesday, March 15 at 11:00 a.m. PT (2:00 p.m. ET).

Register for “Return on Instinct: Building a Business Case for True Knowledge Management ROI” now at http://www.kmworld.com/webinars/details.aspx?eventid=334&src=con4 or read below for further details on the content of this webinar.

Instinct tells us that a world-class KM program is a fundamental ingredient for customer service and support. It's the reason Knowledge-Centered Support (KCSTM) has taken the high-tech industry by storm, and the reason so many leading companies are focused on superior knowledge management. But instinct isn't enough to convince the executive team that KM is a mission-critical investment worth funding – it requires a compelling, credible business case, backed up by figures that make sense.

In this webinar, Gene Carlino, client advisor for Consona, and renowned KM guru David Kay of DB Kay & Associates team up with KMWorld Magazine to explain how to build a solid business case for KM. Key takeaways from the presentation will include:

  •     How to credibly estimate the dollars-and-cents return from a KM and self-service program.
  •     Investment considerations: what it costs to do KM right for Service and Support.
  •     Attracting executives’ interest by aligning KM with strategic objectives.

Webinar Details:
“Return on Instinct: Building a Business Case for True Knowledge Management ROI”
Featuring Gene Carlino of Consona and David Kay of DB Kay & Associates
Tuesday, March 15, 2011 @ 11:00 a.m. PT (2:00 p.m. ET)
Register now at: http://www.kmworld.com/webinars/details.aspx?eventid=334&src=con4
About DB Kay & Associates
DB Kay & Associates helps support organizations with knowledge management, self-service, and social media initiatives. DB Kay customers include Microsoft, Cisco, Yahoo!, Symantec, Research In Motion, TI, and IBM. DB Kay is the industry’s leading independent provider of KCS workshops and consulting.

Its principal, David Kay, is a frequent speaker at industry conferences and webinars and was recognized as an Innovator by the Consortium for Service Innovation. David co-authored the first book on knowledge management for service and support, "Collective Wisdom: Transforming Support with Knowledge."

About Consona Corporation
Consona Corporation 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, including manufacturing, distribution, financial services, health care, high tech, and local government. Battery Ventures and Thoma Bravo jointly own Consona. For further information, visit http://www.consona.com, e-mail infoATconsona.com, or call (888) 8 CONSONA.

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