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Customer Service Company and Product Update 3Q2009
A Good 3Q2009 for Knowledge Management-Based Customer Service
December 10, 2009
By:
Mitchell Kramer
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Executive Summary:
3Q2009 was a good quarter for KM-based customer service. Customer growth improved, and good financial performance resulted for six of our ten suppliers. Product activity was very high in 3Q2009. There were new products or major new versions from seven of the ten suppliers. The hot product trends are integration of social media and support for assisted-service. There were two major M&A items. RightNow acquired HiveLive; KANA went private. Four suppliers earned Customer Service Stars for 3Q2009: Consona CRM, IntelliResponse, RightNow, and Salesforce.com. KM-based customer service is positioned for a very good 4Q2009 and a strong 2010.
Read a sample of this report.
About Mitchell Kramer.
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