Part 1 of this blog series presented the opportunity of service economy and associated complexity of providing consistently an experience of customer service excellence. The article then introduced KANA Software, a provider of Service Experience Management (SEM) solutions. Although KANA has focused on enabling superior customer service for its enterprise clients since being founded in 1996, it has experienced periods of ups and downs.

Having been acquired and taken private under Accel-KKR in late 2009, the vendor has since regrouped and come out with its renewed value proposition. Part 1 concluded with KANA’s SEM approach and accompanying solutions that blend customer relationship management (CRM), business process management (BPM), business intelligence (BI), and knowledge management (KM), social media monitoring, and many other parts.

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