Creating Knowledge-based CRM initiatives

Trends in the Living Networks

To help explain some of the key drivers of CRM programs from a "knowledge-based" perspective, I have created a Knowledge-Based CRM Framework which I will use in the executive program in KL. Click on the image to download Knowledge-based CRM Framework.

The Definitive Guide to Building A No-Nonsense, Clutter-Free Knowledge Base


The post The Definitive Guide to Building A No-Nonsense, Clutter-Free Knowledge Base appeared first on Dataconomy. Are you struggling to keep up with the increasing volume of support tickets clogging mailboxes and ticketing tools?

Keynote at Cisco Insight 2010: Innovation beyond boundaries and the role of knowledge-based relationships

Trends in the Living Networks

While I spent much of my presentation looking at some of the more interesting implications of a hyperconnected world, suitable for an audience well used to these ideas, I also explored the critical role of knowledge-based relationships in effectively innovating beyond boundaries.

Chapter 6: Implementing key client programs - Trends in the Living Networks

Trends in the Living Networks

in the enterprise is far more than just talk » Chapter 6: Implementing key client programs Ross Dawson, March 21, 2007 3:46 AM US PT I recently pointed to the launch of the second edition of Developing Knowledge-Based Client Relationships, including the free download of Chapter 1 of the book.

Seven MegaTrends of Professional Services - Build strategic transparency - Trends in the Living Networks

Trends in the Living Networks

Ross is author most recently of Implementing Enterprise 2.0 , the prescient Living Networks , which anticipated the social network revolution, and the bestseller Developing Knowledge-Based Client Relationships (click on the links for free chapter downloads).

5 Tips to Supercharge Your Jira Service Desk

IT Toolbox

How to make the help desk platform's knowledge base, incident management, and service channels work for your business

Managing Service Request Content using the Oracle Sales Cloud API

IT Toolbox

Oracle Sales Cloud can record the specific messages, message attachments, and knowledge base references that are associated to a specific service request. One of the great benefits of CRM integration is that you can automatically make the series of intricate communications related to service history visible to sales people

ERP for Excellent Healthcare

IT Toolbox

In fact, hospitals wouldn't be able to run efficiently without a knowledge-based IT system such as ERP in place. Today's healthcare professionals rely on integrated software solutions like Enterprise Resource Planning (ERP) because they help them to deliver better service to their patients. Doctors and nurses do an amazing job looking after their patients, but even highly educated, talented people

Free chapters to four books on the future of relationships, networks, organizations and work

Trends in the Living Networks

The four books I have written so far – Developing Knowledge-Based Client Relationships , Living Networks , Implementing Enterprise 2.0 , and Getting Results From Crowds – are linked by a number common themes.

Microsoft Releases Security Advisory 2896666

IT Pros Rock!

While we are actively working to develop a security update to address this issue, we encourage our customers concerned with the risk associated with this vulnerability, to deploy the following Fix it from the advisory: Apply the Microsoft Fix it solution, "Disable the TIFF Codec" that prevents exploitation of the issue See Microsoft Knowledge Base Article 2896666 to use the automated Microsoft Fix it solution to enable this workaround.

Attack Discovery Software for Telecom Companies


Security experts update the PT Telecom Attack Discovery knowledge base with new attack patterns around the clock. Information Technology Blog - - Attack Discovery Software for Telecom Companies - Information Technology Blog.

Digital Transformation Asset Management

Cloud Musings

Through the use of predictive analytics, it can also provide insight-based recommendations that help in the prioritization of changes according to their expected level of impact. Today’s businesses run in the virtual world.

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Why the Internet of Things is also Industry 4.0

The Investing Edge

Robert Bosch is a German-based global leader in brake and automotive technology that has established a 500-person subsidiary, Bosch Connected Devices and Solutions, to develop sensors and actuators for the Internet of Things (“IoT”).

Knowledgebase for WordPress with Analytics


Website owners can easily track the performance of your knowledge base, making the necessary changes to articles that need improvement. Optionally can display page content on knowledge base page. Knowledgebases are a dime a dozen, but functionality is not always rich.

Microsoft Releases Security Advisory 2887505

IT Pros Rock!

While we are actively working to develop a security update to address this issue, we encourage Internet Explorer customers concerned with the risk associated with this vulnerability, to deploy the following workarounds and mitigations from the advisory: Apply the Microsoft Fix it solution, "CVE-2013-3893 MSHTML Shim Workaround," that prevents exploitation of this issue See Microsoft Knowledge Base Article 2887505 to use the automated Microsoft Fix it solution to enable or disable this workaround.

The future of high-value relationships

Trends in the Living Networks

My response harkened back to my first book Developing Knowledge-Based Client Relationships. In financial services in particular, there are three key aspects to ‘knowledge-based’ relationships that not only create value, but can also essentially lock-in the client. If you know your clients better than your competitors, and critically do things differently because of that knowledge, you will provide deeper value.

Cloud4Good: Building an Inclusive Chat Bot for Athletes with Disabilities


The viaSport bot leverages the Knowledge Base design pattern, where in this case the knowledge base is the database of resources curated by viaSport.

Practicing Meticulous Leadership at the Board Level

Future of CIO

Now, we are slowly but steadily moving to the digital economy with an abundance of knowledge and continuous disruption. Digital board directors play the critical role in overseeing strategies and monitoring business performance.

Value based pricing is at the heart of the future of professional services

Trends in the Living Networks

In my first book Developing Knowledge-Based Client Relationships: The Future of Professional Services the final chapter was titled Value-Based Pricing: Implementing New Revenue Models. Pricing by value rather than time is clearly a central aspect to building true knowledge-based relationships, since knowledge should be measured by the value of its application rather than time spent by professionals. Value-based pricing is not always the best approach.

Turnaround CIO

A CIO's Voice

Make sure the knowledge is there is to support the organization. Review the knowledge base of the help desk to see where there are the opportunities. “IT is broken, and it needs fixing…”. So you want to be a turnaround CIO? You want to go into an enterprise and turn around performance and create a sharp improvement in delivered value from IS. Turnaround CIOs require deep IT experience and the ability to come into a chaotic situation and make things work.

A Roadmap for Building Trust With Wealth Management Clients

Perficient - Digital Transformation

Find the “tribal knowledge” describing what actually happens and what training or procedure documents don’t cover. Wealth management firms are at the dawn of this journey.

SEO for Small Businesses


It can be difficult for small businesses to fully utilize technological marketing means due to a lack of knowledge or a lack of funds. This is only a viable option if you have a great deal of prior knowledge on how to build a website.

The CIO as “Chief Intrapreneur Officer”: Make Some New Twists to Reinvest IT

Future of CIO

Tapping diversity to fuel innovation is about shaping a creative team by having people who can complement with each other’s viewpoint, broaden knowledge base and deepen the understanding of varying issues to extend the thinking box and increasing the odds of fueling innovation.

Collaborating in a shared service management environment


News items and the knowledge base. The category filter works based on the selected category and/or subcategory. The operator filter works based on the operator, manager or contact field. The processes for IT, facilities and human resources (HR) are broadly similar and do overlap, such as with commencement and exit procedures, and can easily be brought together in a single tool to manage.

Tools 152

Everything You Know About eAuthentication is wrong!


The base document SP 800-63-3 is the third iteration of this special publication, and has been renamed to: Digital Authentication Guideline. The base document is followed by three separate documents. Nathaniel Crocker.

Running Intensive, Effective, and Cohesive Digital Organization

Future of CIO

Information is the lifeblood of the digital business, and managing information-knowledge-insight cycle is crucial to improving the business responsiveness, performance, and long term success.

CIOs as “Chief Improvement Officer”: How to Run a “Structural” IT

Future of CIO

IT Management has a very wide scope and interdisciplinary knowledge base. Leveraging a structural thinking also helps to understand the business problems at the macro level and explore the breadth of knowledge about the issues.

Knowledge is the Power, Is your Knowledge Management System Powerful?

Future of CIO

Data, information, knowledge, and wisdom are the different stages of the information lifecycle that organizations need to manage more effectively and improve its business capability and maturity. Knowledge is the power, is your knowledge management system powerful enough?


Chuck's Blog - EMC

When evaluating any new EVO:RAIL-based offering, the key question becomes — what’s unique ?  After   After all, the base hardware/software is specified to be near-identical across different partner offerings.

Omphaloskepsis and the December 2013 Security Update Release

IT Pros Rock!

For more information about this update, including download links, see Microsoft Knowledge Base Article 2907997. There are times when we get too close to a topic. We familiarize ourselves with every aspect and nuance, but fail to recognize not everyone else has done the same.

Economic structural change is NOT industry compositional change

Trends in the Living Networks

In knowledge-based work the primary unit of value creation has shifted from the organization to the individual. I am currently preparing a number of keynotes for senior business audiences over coming weeks.

Transforming clients and executives: How to enrich their mental models

Trends in the Living Networks

When I wrote my first book, Developing Knowledge-Based Client Relationships , which came out in 2000 in its first edition, I thought of it in many ways as a stepping stone for me to gain credibility and move on to deal with broader issues. Chapter 4 of Developing Knowledge-Based Client Relationships is titled Adding Value to Client Decision-Making: Better Strategic, Line, and Portfolio Decisions.

8 Reasons Managed IT Services Grow Stronger SMB


With an in-house IT team you’re either saddled with a limited knowledge base and a lack of understanding of certain new technologies and challenges, or you have to invest heavily in ongoing changes.

SMB 56

Crowdsourcing for social development and economic opportunity: Case study of Malaysia

Trends in the Living Networks

Malaysia is in many ways a developed knowledge-based economy, yet there are many who are not yet participating fully. . There are many advantages to having common culture and language between clients and workers, and many tasks that require local knowledge or presence.

The rise of crowdsourcing in Malaysia

Trends in the Living Networks

However, Dawson feels that the nation is off to a good start so far and believes that great possibilities lie ahead for Malaysia due to its knowledge based economy and the abilities of its workforce. “I

Film 102