Contact center agents have to handle a lot of data—and have to funnel it fast to handle customer requests. A knowledge base (KB) can act as a crystal ball to solve issues, but one industry analyst ...

Although more than two thirds of successful CRM programs will have integrated advanced knowledge management (KM) practices in their CRM processes by 2005, Gartner analysts say there is still confusion ...

Salesforce.com said Wednesday that it will acquire InStranet, which provides knowledge management software for call centers, and integrate its technology with its existing CRM customer service and ...

At its Knowledge 2025 event last week, ServiceNow unveiled a new AI-powered CRM platform and an increased focus on the CRM market that challenges traditional approaches and established leaders.

Customer Chemistry: How to Keep the Customers You Want – and Say “Good-Bye” to the Ones You Don’t, by Susan Greco and Mary Naylor (McGraw-Hill, 2002). Customer Relationship Management, by Kristin L.