White paper Best Practices: Use Persuasive Content to Improve the Customer Experience: What Information & Knowledge Management by Kyle McNabb, Principal Analyst, Forrester Research
Provides best practices that enable information and knowledge management professionals who support e-business, multi-channel, and Web content management initiatives to drive significant improvements in customer experiences by putting more emphasis on using content to help customers rather than simply focusing on how to create, manage, and search for content. 12 pages.
