New White Paper Offers Expert Counsel on Updating Support Systems to Profit from Current Technology

CRM Industry Thought Leader Highlights the Importance of Updated Technology in Managing the Increasing Expectations of a New Generation of Customers

Indianapolis (November 20, 2009) –

Consona Corporation, a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes, today announced the general availability of a white paper entitled, “The Business Case for a Fresh Start: The New Requirements Your Existing Technology Won’t Deliver”, co-authored by David Kay, principal at DB Kay & Associates, and Tim Hines, vice president of product management at Consona CRM. The research explores best practices for updating legacy service and support systems to take full advantage of recent advances in technology in the face of increasingly demanding customer expectations.

Access “The Business Case for a Fresh Start” now at or read below for further details on the contents of this paper.

The demands on service and support operations have changed radically over the past decade. Customer expectations and support models have evolved to where customers want instant gratification and control over their relationships, and these relationships are much more complex networks that involve partners, third-party forums, distributed knowledge repositories and multichannel interactions. Key Performance Indicators (KPIs) for support are also changing to reflect this new reality, and although these new KPIs are harder to measure, they are essential to managing the entire customer experience. Service and support executives are often hesitant to replace their legacy tools for fear of greater costs or potential kinks during a turnover period. In “The Business Case for a Fresh Start”, Kay and Hines shine a light on how, with new technology, organizations can dramatically lower costs by empowering customers to help themselves and each other.

“Existing technology was built for one customer, one call, one resolution: wash, rinse, repeat,” according to the paper. “Without a technology restart, service and support organizations struggle to meet the demands of today’s customers and business models. Many companies find themselves spending more than a new license cost to extend, integrate, customize and twist their legacy tools to meet modern requirements when it’s often better, easier and cheaper to start fresh.”

“As the pace of business increases and customer expectations accelerate alongside advances in technology, customer service and support departments have to keep up with new, evermore complex demands on their systems,” said Tom Millay, general manager of Consona CRM. “In this research, David and Tim present expert recommendations on how organizations can best meet these demands using the most current technology that is built with these contemporary challenges in mind.”

About Consona Corporation

Consona Corporation (Consona) is a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes. Consona is dedicated to becoming a valued business partner by helping each and every customer continuously improve business processes over time. Toward this mission, Consona invests in the people, processes, technology and tools needed to provide its customers with a unique combination of customer care; product fit; a broad range of consulting, IT and business services; and industry expertise. Consona serves more than 4,500 customers worldwide and across a variety of industries. Battery Ventures VI LP and Thoma Bravo LLC jointly own Consona. For further information, visit, e-mail, or call (888) 8 CONSONA.

About DB Kay & Associates

DB Kay & Associates helps support organizations with knowledge management, self-service, and social media initiatives. DB Kay customers include Microsoft, Cisco, Yahoo!, Symantec, Research In Motion, TI, and IBM. DB Kay is the industry’s leading independent provider of KCS workshops and consulting.

Its principal, David Kay, is a frequent speaker at industry conferences and webinars and was recognized as an Innovator by the Consortium for Service Innovation. David co-authored the first book on knowledge management for service and support, “Collective Wisdom: Transforming Support with Knowledge.”

Source: Consona