Web Self-Service Knowledge Base Solutions

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.

Executive Summary

Summary of Major Findings

Challenges

Drivers

Restraints

Market Engineering Measurements

Market Forecasts

Revenue Forecasts

Demand Analysis

Pricing Analysis

Competitive Analysis

Competitive Structure

Market Share Analysis

Strategic Assessment

Strategies Deployed By Key Vendors

Market Engineering Awards

List of Figures

1 Web Self-Service Knowledge Base Solutions: Impact of Top Ten Industry Challenges (North America), 2001-2007

2 Web Self-Service Knowledge Base Solutions: Market Drivers Ranked in Order of Impact (North America), 2001-2007

3 Web Self-Service Knowledge Base Solutions: Market Restraints Ranked in Order of Impact (North America), 2001-2007

4 Web Self-Service Knowledge Base Solutions: Revenue Forecasts (North America), 1997-2007

5 Web Self-Service Knowledge Base Solutions: Competitive Structure (North America), 2000

6 Web Self-Service Knowledge Base Solutions: Market Share of Major Market Participants (North America), 2000

7 Web Self-Service Knowledge Base Solutions: Products Offered by Major Market Participants (North America), 2000

List of Charts

1 Web Self-Service Knowledge Base Solutions: Market Engineering Measurements (North America), 2000 11

2 Web Self-Service Knowledge Base Solutions: Sample Prices of Web Self-Service Knowledge Base Solutions (North America), 2001