Knowledge Management (KM)

Thu, April 18, 2013 - The virtualization giant adds project management and secure messaging capabilities to its enterprise social networking and collaboration platform in an effort to break down information silos and centralize workflow.

Wed, April 03, 2013 - With most enterprise applications, the security model can be simply user/group/world. It can't be all that complicated with CRM, right? Think again.

Fri, March 22, 2013 - IT executives are starting to realize that there's little value in big data without robust analytics systems that can crunch the numbers and give key decision makers (read: their bosses) easy-to-digest information. With so few real solutions on the market, though, this is easier said than done.

Fri, January 04, 2013 - In most enterprise IT systems, record ownership is about as controversial as a ham sandwich. Not so in CRM. In fact, it can become quite the political topic. Fortunately, good governance can solve most CRM data ownership problems.

Fri, January 04, 2013 - One major selling point for data analytics is that it gives executives the information they need to make the decisions that are best for the company. However, if executives don't read the reports before signing on the dotted line, or if they expect research groups to write reports to justify their decisions, then there's no point.

Thu, January 03, 2013 - To make more efficient use of data and improve data protection, take a holistic approach to information governance—one that focuses attention on the most sensitive data while removing impediments to sharing.

Fri, November 16, 2012 - Your company is doomed to fail if 'the biggest jerk at the table' makes all the decisions in spite of comprehensive data analysis. EMC and its customers are taking analytics seriously, CIO.com columnist Rob Enderle says. You should, too. It's a lesson Mitt Romney learned the hard way.

Tue, November 13, 2012 - Putting the 'social' in your social CRM strategy means aggregating more information about your customers and prospects. A new generation of tools is being developed to make this happen.

Wed, November 07, 2012 - In an effort to improve search result quality and punish black-hat SEO, Google has been making big changes to its algorithms, and more updates are likely on the way soon. Here's how to prepare.

Tue, October 30, 2012 - These six dashboards help IT executives make key decisions by putting data from a variety of enterprise applications and services at a CIO's fingertips so he or she can better manage employees, website activity, development projects and more.

Thu, October 25, 2012 - Best-practices articles are as dull to read as they are to write, columnist David Taber says. So here are 10 customer support system worst practices that are certain to derail customer satisfaction.

Fri, September 07, 2012 - If Hewlett-Packard plays its cards right, it could turn Oracle's court-ordered support for HP servers running Itanium chips into a better platform for Oracle software than it was when HP and Oracle were bosom buddies.

Thu, July 26, 2012 - As people get more mobile, even transitory, there are new twists to the question, 'Where on earth is the customer?' Unfortunately, CRM systems aren't always equipped to provide an easy answer.

Thu, July 19, 2012 - Toy CRM systems might make you think the software is just cases, escalations and SLA management, but serious CRM is changing the world of service and support by leveraging social networking functionality.