At Consona, our philosophy has always been about creating value for customers, not creating features
Indianapolis (PRWEB) August 04, 2011
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 general availability of a new white paper, “The Knowledge Experience: How and Why to Make Knowledge Management Easier”. The white paper, authored by Consona CRM Vice President of Product Management Tim Hines, examines the challenges organizations are currently facing in their knowledge management (KM) initiatives and sheds light on the importance of prioritizing users’ knowledge experience to ensure success.
According to the paper, there is a brewing crisis in KM. Front line support staff report that the tools they're using to share knowledge get in the way of doing their jobs. As a result, self-service success rates are falling, heralding a subsequent decline in customer satisfaction. Successful initiatives need people, process, and technology working together. In the past, organizations have erred by focusing only on the tool, ignoring people and process issues. More recently, the industry has turned its attention on people and process, almost to a fault.
Consona believes that the proper focus isn’t on features, but on the overall knowledge experience, underpinned by proven best practices like Knowledge-Centered Support (KCS). This new white paper recommends a focus on the three knowledge experience "moments of truth" – the big tasks that users need to accomplish urgently with tools – that define the user’s perception of how useful the KM tool is. By making these experiences easy and rewarding, users are more inclined to rely on the system and invest time in using it, and the cycle of knowledge management is perpetuated.
“At Consona, our philosophy has always been about creating value for customers, not creating features,” said Hines. “While our scientists and engineers are second to none, our real differentiator comes from understanding our customers’ businesses and best practices like KCS. We create technology that gives our customers precisely what they need to successfully implement best practice. In the case of knowledge management, the most urgent need our customers have expressed is not new features, but an improved knowledge experience.”
To view “The Knowledge Experience: How and Why to Make Knowledge Management Easier” please visit: http://crm.consona.com/CRM/LearnMore/knowledge-experience/
For more information on Consona and its product solutions, please visit the CRM website at http://crm.consona.com/
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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