From the Paper

From the Paper

"Of all customer relationships that require constant attention and much effort on a daily basis is the need to stay in touch with customers and ascertain how the company is fulfilling (or not) their needs and what their needs are in the future. What makes these customer relationships so difficult to manage over the long-term however are the lack of stability in many sales forces and account managers is? It is common for example to see account management teams have a turn-over of well over 30% or more, all of which leads to the critical need of aligning the best possible account managers with the most critical customer accounts (Judith J Madill, George H Haines Jr, Allan L Riding, 2007, p. 241). The revenue implications of stabilizing account management is critical for many organizations, as their account management ranks regularly go through change as salespeople come and go with a relatively high frequency in many organizations. The day-to-day functioning of an organization is made much more efficient if there is a concerted effort to better manage information and knowledge as well. In the majority of companies however there is controlled chaos when it comes to the managing of content and knowledge. On the one hand there is the need for rapid access to the most critical content and knowledge, yet on the other many organizations do not have the time to slow down and organize their critical content and knowledge repositories. This just exacerbates the time lost due to continually searching for content and knowledge. What is occurring is that more companies are starting to look at Enterprise Content Management Systems (ECM) to manage content and knowledge more effectively. "

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