Knowledge Management Key To Collaboration - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


Knowledge Management Key To Collaboration

New offerings provide improvements in managing networks and applications

One of the watchwords from this year's InformationWeek 500 is collaboration. Sharing knowledge, whether among employees within a company or with customers and business partners, is becoming critical to success.

Knowledge management is a key component of collaboration. Many of the InformationWeek 500 companies, which are ranked by their IT innovation efforts, are using multiple knowledge-management technologies, including relational databases (94%), data warehousing (89%), and data-mining tools (77%).

An average of 42% of knowledge assets and intellectual-property data is captured by knowledge-management procedures, InformationWeek 500 companies say, up slightly from 38% last year. An average of 33% of workers at these companies use business-intelligence tools to access data stored in their enterprise systems, a slight increase from 29% last year.

Customer-relationship management, often coupled with knowledge-management efforts, also is a key driver of IT projects at these companies. Senior IT executives are becoming more involved with their companies' customers. Nine out of 10 say they respond to customer requests or complaints. These execs also spend more time with customers; 89% meet with them one-on-one and 73% attend annual customer meetings.

Speed and efficiency are the leading benefits of customer-management investments. InformationWeek 500 companies say quicker response to customer inquiries and increased efficiency through automation are the upside to customer-driven investments. Not surprisingly, 84% of companies say these efforts have helped them gain a deeper knowledge of customers.

It's clear that InformationWeek 500 companies are on the leading edge when it comes to knowledge management and CRM. That's a good thing-being a collaborative business depends on them.

How do your company's knowledge-management efforts measure up against those of the companies on this year's InformationWeek 500 list? Let us know at [email protected].

Ever Vigilant
Retaining and satisfying customers are two metrics closely tracked by the most innovative users of IT. For example, nine in 10 companies in the InformationWeek 500 measure customer retention. More than half measure retention formally, 8% track it informally, and an additional 28% track it both formally and informally. Methods used by the InformationWeek 500 for tracking customer retention include analysis of sales data, segmentation of sales data, and formal and informal feedback sessions. Even passing comments are included in the customer-retention equation. Four in five companies of this year's InformationWeek 500 classify and study informal feedback as a part of their retention efforts.

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
State of the Cloud
State of the Cloud
Cloud has drastically changed how IT organizations consume and deploy services in the digital age. This research report will delve into public, private and hybrid cloud adoption trends, with a special focus on infrastructure as a service and its role in the enterprise. Find out the challenges organizations are experiencing, and the technologies and strategies they are using to manage and mitigate those challenges today.
What Becomes of CFOs During Digital Transformation?
Joao-Pierre S. Ruth, Senior Writer,  2/4/2020
Fighting the Coronavirus with Analytics and GIS
Jessica Davis, Senior Editor, Enterprise Apps,  2/3/2020
IT Careers: 10 Job Skills in High Demand This Year
Cynthia Harvey, Freelance Journalist, InformationWeek,  2/3/2020
Register for InformationWeek Newsletters
Current Issue
IT Careers: Tech Drives Constant Change
Advances in information technology and management concepts mean that IT professionals must update their skill sets, even their career goals on an almost yearly basis. In this IT Trend Report, experts share advice on how IT pros can keep up with this every-changing job market. Read it today!
White Papers
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Sponsored Video
Flash Poll