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eBooks & White Papers

Website Search Is Business Critical, and Marketers Should Own It

Search directly impacts the key site performance metrics companies care about. But in order to achieve this performance, marketing teams must own and manage the website search experience.

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How Knowledge is Changing Customer Service

Effective customer service today requires that employees and customers have the ability to find the right information, the right knowledge, at the right time, every time regardless of channel.

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Gartner Magic Quadrant for Enterprise Search

Gartner compares 15 enterprise search providers and ranks Coveo search & relevance technology as a Visionary in the market.  Read the report to find out why.

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Measuring Return on Knowledge in a Big Data World

Only 13% of companies say their employees have access to their collective knowledge. That small percentage of companies understands that their assembled knowledge is both a strategic differentiator and their most important asset – and they are leveraging that asset in new ways to drive value.

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Knowledge-Powered CRM: A Handbook
Part 1: Beginners

The first installment of a comprehensive, four-part guide to creating and fostering the Customer Company.

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Knowledge-Powered CRM: A Handbook
Part 2: Intermediate

The second installment of a comprehensive, four-part guide to creating and fostering the Customer Company.

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Knowledge-Powered CRM: A Handbook Part 3: Advanced

From Social CRM to Knowledge-Powered CRM, expert Paul Greenberg on what it takes to be advanced in the third installment of his comprehensive, four-part guide to creating and fostering customer centricity.

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Unlocking Knowledge to Engage Customers:
A Research-based Executive Brief

Customer-centricity drives revenue. Sixty-three percent (63%) of recently surveyed executives believe that customer centricity would drive revenue, but significant barriers—information and organizational silos—stand in the way. Discover how a surprisingly intuitive and flexible technology can break down these silos in your organization so you can better engage customers and drive revenue.

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Guide to an Insightful Customer-Centric Organization

Learn the ten essential steps to tap into the power of Insight from social and enterprise unstructured data in your organization with this essential guide. Bring consolidated and correlated views of information about the customer from sales, service and engineering to each department and achieve better service customers, create better products, and sell more of them.

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Gaining Actionable Insight to Increase Innovation

Companies are struggling to deal with unprecedented levels of information fragmentation brought on by a confluence of factors: data growth and diversity, adoption of cloud technologies, the continued proliferation of point systems, and the increasing adoption of social media. As businesses rightly attempt to leverage their greatest asset—knowledge—they are finding this fragmentation creates significant barriers to knowledge sharing, collaboration, and the speed of innovation.

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Why Knowledge Management is Becoming a C-Level Discussion

Part 1 of  the "Driving Radically Better Returns on Collective Enterprise Knowledge in a Big Data World" series

Responding to customers with greater relevance and immediacy. Encouraging employee collaboration to mobilize the organization’s “collective brain power.” These were the top issues on the CEO’s agenda surfaced by an IBM global CEO study1 which garnered responses from 1,709 CEOs across 18 industries. While companies recognize the importance of harnessing customer insights and human capital to differentiate themselves from competitors, few have been successful in finding ways to capitalize on the resultant knowledge assets that reside within their companies. 

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Why Traditional Knowledge Management Initiatives Fail to Enable the Long Tail of Collective Enterprise Knowledge

Part 2 of the "Driving Radically Better Returns on Collective Enterprise Knowledge in a Big Data World" series

Access to relevant knowledge, including the ability to reach the long tail of knowledge, is critical to the success of KM programs. This second installment in our “Driving Radically Better Returns on Collective Enterprise Knowledge in a Big Data World” white paper series discusses the reasons why traditional knowledge management initiatives are unsuccessful. It proposes a method to overcome the challenges identified and help organizations unlock collective knowledge assets to drive critical business priorities.

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Transforming Data into Actionable Customer Insights

by Co-Authored by TSIA VP Technology Research John Ragsdale and Coveo

Customer support leaders are facing an inflection point: either harness the tremendous wealth of data at their disposal to deliver transformational service and emerge as new leaders, or ignore it and maintain the status quo of an increasingly fragmented an incomplete view of customers, which threatens to erode trust and revenue.

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The Knowledge-Driven Support Organization and Its Impact on Customer Experience

by Omega Management Group Corp. and Coveo

In the wake of global recession, with B2B customers focused more on price than loyalty, and yet with product complexity and information growing exponentially, contact centers - the front line of many businesses - are facing a harsh reality: Knowledge rules, and without a critical knowledge management and access strategy, contact center costs and agent turnover rise, customer satisfaction plummets, and customers jump ship for the competition. This white paper examines the findings of a recent survey revealing some of the most critical and costly challenges facing customer support departments, and the negative impact on customer service metrics.

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