InQuira White Papers and e-Books

	Content Management vs. Knowledge Management: An Overview of the Key Differences--and Why Those Distinctions are so Vital Today This e-book details the differences between KMSs and CMSs, and shows why true knowledge management capabilities are so vital to compete in today’s markets.			Implementing Knowledge Management: Key Planning Considerations This e-book discusses the three questions every project lead should answer before embarking upon a knowledge management implementation.

	How to Implement Successful Knowledge Management: Pitney Bowes Shares Six Best Practices In this e-book, Pitney Bowes shares the critical lessons it learned from its global knowledge management implementation.			Search is Not Enough This e-book details the importance of search and knowledge management, and it shows what happens when organizations fall short in either respect.

	Implementing Knowledge Management: Practitioners Share Best Practices In this e-book, practitioners who have been through successful large-scale knowledge management initiatives share their insights and lessons learned.			Winning Strategies in Web Self-service This e-book reveals the four key strategies for ensuring a successful Web self-service implementation.

	Knowledge-Centered Support (KCS): Fundamentally Improving How Companies Resolve Complex Customer Problems InQuira Delivers a KCS-Verified Approach to Improving the Support Experience for Customers and Agents			Focus on InQuira Includes four separate articles, including an interview with Mike Murphy, InQuira CEO, a case study of Mentor Graphics, and articles by the InQuira Marketing and Product Management teams.

	In Search of a Better Banking Experience Bank of America's brand platform is Higher Standards, and the banking leader works hard to ensure that its customers always enjoy a high-quality banking experience. Part of this effort includes offering customers and prospects world-class online banking services, and a user-friendly public web site with powerful search capabilities.			Personalized Marketing to Web Site Visitors: Going Beyond Customer IDs and Purchase Histories to Determine and Market to Customer Intent Self-service Intelligent Search technology empowers online marketers to establish a dialogue with known and unknown web site visitors, helping companies to better understand and fulfill their prospective customers' needs and desires.

	A New Take on Right Channeling: Making the Web a Preferred Service Channel for Customers The new approach to right channeling challenges one of the underlying assumptions of customer service, showing that it is possible to resolve complex issues through an online channel.