Consona and TSIA Deliver Tips to Help Keep Knowledge Assets Effective

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Webcast Yields Insight into Overcoming Outdated and Ineffective Knowledgebases to Achieve Top-Notch Customer Service

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Four Reasons You Love to Hate Your Knowledgebase: How to Mend a Broken Relationship with Your Knowledge Assets

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 co-hosted a webcast revealing tips to help keep CRM and knowledge tools in shape for continuous top-notch customer service. Now available on demand, the Webcast, “Four Reasons You Love to Hate Your Knowledgebase: How to Mend a Broken Relationship with Your Knowledge Assets,” was co-hosted by John Ragsdale, vice president of technology research at TSIA, and Consona’s Seth Marlowe, director of America sales.

In the webcast, Ragsdale and Marlowe identified outdated, ineffective or otherwise “broken” knowledgebases as the source of angst among many service and support managers, and a driving force behind unsatisfactory customer service. They noted that viewers should start asking some questions to determine whether it’s time to make a clean break with their old knowledgebase, such as:

  •     Do your metrics measure the things that you should truly care about?
  •     Can you ingrain knowledge management into every service and support channel?
  •     Are your old tools lacking the features and functions to service new and emerging channels?
  •     Can you depend on the Cloud for hosting service and support apps?

After a look back at some specific causes and effects of broken CRM and knowledge tools, Ragsdale and Marlowe took a look at the future of customer service and support, providing some insight on how service and support managers can begin to build a better relationship with their knowledge assets.

“Four Reasons You Love to Hate Your Knowledgebase: How to Mend a Broken Relationship with Your Knowledge Assets” is now available on demand at http://webcasts.tsia.com/event/21p96xhgyg/consona .

For more information about Consona CRM products and solutions, please visit http://www.consona.com/CRM/Home.aspx.

About TSIA
The Technology Services Industry Association (TSIA) is the leading professional association of the technology services industry. Their ranks include thousands of services executives, managers, and professionals from around the globe, representing the world’s leading enterprise and consumer technology companies, as well as scores of innovative small and midsize businesses across nine vertical industries. TSIA was formed in 2009 through the merger of the technology services industry’s three leading associations: the Association for Services Management International, the Service & Support Professionals Association, and the Technology Professional Services Association.http://www.tsia.com.

About Consona Corporation
Consona Corporation (Consona, formerly known as M2M Holdings, Inc.) 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 info(at)consona(dot)com, or call (888) 8 CONSONA.

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Mitch Briggs
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