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
The State of IT & Cybersecurity Operations 2020
The State of IT & Cybersecurity Operations 2020
Download this report from InformationWeek, in partnership with Dark Reading, to learn more about how today's IT operations teams work with cybersecurity operations, what technologies they are using, and how they communicate and share responsibility--or create risk by failing to do so. Get it now!
The Best Way to Get Started with Data Analytics
John Edwards, Technology Journalist & Author,  7/8/2020
10 Cyberattacks on the Rise During the Pandemic
Cynthia Harvey, Freelance Journalist, InformationWeek,  6/24/2020
IT Trade Shows Go Virtual: Your 2020 List of Events
Jessica Davis, Senior Editor, Enterprise Apps,  5/29/2020
Register for InformationWeek Newsletters
Current Issue
Key to Cloud Success: The Right Management
This IT Trend highlights some of the steps IT teams can take to keep their cloud environments running in a safe, efficient manner.
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