As companies are faced with escalating customer service staffing costs and the challenge of resolving routine client inquiries, web self-service knowledge bases are emerging as a central component or online customer care and customer relationship management (CRM) initiatives. This market is poised or significant growth in the near future as an increasing number of established companies move online or sales and support functions.

With more businesses recognizing the Internet as a business necessity, market leaders will be those that can provide customers with faster access to the information they desire while simultaneously reducing the cost of services. By identifying new growth areas and recommending effective strategies, this in-depth research gives users a privileged view of an emerging field.