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Advanced Enterprise Search Today: The Value of Independence

Posted by Diane Berry on August 21, 2013

MagnifyingglassWhen you’re a technology provider, the biggest measure of success is whether you’ve helped your customer succeed. That’s all that matters. And as an advanced enterprise search provider specifically, all that matters is whether you can uncover insights from a wide variety of places to enable efficient knowledge access, helping your customers achieve better performance.

In order to evaluate each tool’s ability to deliver on those promises of advanced enterprise search and information contextualization, there are choices customers need to make between two types of technology providers – independent providers and “stack” or “platform” providers. In these circumstances, there are several key factors to consider: Read more and comment »

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From the Harvard Business Review: How a Broken Knowledge Management System Can Be Fixed with Enterprise Search

Posted by Diane Berry on July 18, 2013

toolboxIt’s easy to fall into a routine at work. We’re consumed by a perpetual list of activities; focused on checking off one task and moving onto the next to be as productive as possible.

But if you take a step back from your daily routine, can you visualize how information flows throughout your company to help you complete those tasks? Where does that information originate from? Where is it stored? How is it accessed and shared? This information flow could actually be hindering your productivity more than you realize. For example, when looking for the right information and insight to complete a project, you may search your emails, servers, databases, fileshares, etc. Perhaps you try website search and then call a colleague for his/her expertise. Is there a process? And if so, is it effective? Read more and comment »

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Information Not Found, Again — Corporate 404 Infiltratesthe Workplace, Proving Knowledge Management Challenges

Posted by Ed Shepherdson on July 11, 2013

20130711-155143.jpgA recent TED talk by Renny Gleeson on “the story of a page not found” got me thinking. When we land on a website’s “404 page not found” error message, we get upset and wonder why the website administrator would allow such a thing to happen. We also tend to expect that hitting the “send feedback” button will solve the problem in an hour or so. Unfortunately, this is not the case with finding knowledge within your organization, even after traditional knowledge management initiatives have ended.

Do you find in your day-to-day job, when you need information and knowledge, you end up going from application to application and then to Google, asking the same question, only to get results not relevant to your query? Sometimes, I just go to my friend Johnny – who knows everything – most of the time; but when even he doesn’t know, he’ll suggest I try the applications and website searches I’ve already tried. And then he’ll suggest I try Bill, who then tries Jane. And so on and so on it goes. (Knowledge management programs just don’t seem to work – and I would say it’s because knowledge can’t be managed.) Read more and comment »

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Fixing the Onboarding Dilemma with Advanced Enterprise Search

Posted by Ed Shepherdson on June 28, 2013

OnboardingGraphicMany organizations sell and support complex products or services. In these types of organizations, the knowledge to navigate this complexity is collected over time based on experience. It becomes easy to recognize the “star” performers. But what about new people? How do they make them star performers from the start, able to quickly contribute?

The process of onboarding is one of the most important functions your organization can perform. Most organizations likely have an onboarding program, but I would be willing to bet they don’t look at the effectiveness of that program as a key part of their business. They sometimes question what they are teaching, but probably aren’t looking making the program more efficient. Read more and comment »

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Coveo + Salesforce = Unstoppable Search for Service & Support

Posted by Diane Berry on March 5, 2013

CRM Magazine Award 2013And the winner is…Coveo! We’re pleased to announce that Coveo has just been named a 2013 Service Leader alongside in CRM Magazine‘s Service Leaders Awards.

These awards acknowledge the “best of the best” in customer service and support, and are chosen by a group of approximately 20 top analysts and industry experts based on a mix of weighted criteria – including depth of functionality and services, customer satisfaction, company direction, deployment costs and overall revenue. Read more and comment »

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