KANA Customers and Partners Embracing Web-Based Training to Maximize Product Functionality and Reduce Costs

Business Wire, Feb 11, 2003

Business Editors/High-Tech Writers

MENLO PARK, Calif.--(BUSINESS WIRE)--Feb. 11, 2003

Leading eCRM Provider Sees Rapid Adoption of Web-Based Training

Program Among Global 2000 Organizations

KANA(R) (NASDAQ: KANA), a leading provider of customer-centric eCRM applications, today announced that more than 50 percent of its Global 2000 customers as well as its key systems integration partners that participate in training on new product functionality are enrolled in Web-based training, via KANA's industry leading online learning program. The rapid adoption of the service validates the success of KANA's one-year old program.

In early 2002, KANA introduced Web-based training, leveraging a solution from e-learning provider Outstart, to complement KANA's successful instructor-led training program. The program was immediately adopted by a number of customers, and in the fourth quarter of 2002 more than half of all customers that signed up for training elected the Web-based training course. The program speeds knowledge sharing as information from KANA engineers and developers, who regularly add functionality and depth to the award-winning KANA iCARE(TM) suite of eCRM applications, is routinely updated in the online training courses. Organizations such as Accenture, BearingPoint, Earthlink, IBM, and Verizon have already taken advantage of these courses.

KANA's program distinguishes itself from other on-line training programs because its courses are personalized to each role within an organization. Customers in a course note their job role before beginning the program and the program dynamically delivers content, strategy and best practices related directly to that person's interests.

"The value of e-learning is that the program can be customized to support the specific needs of the user and the user can complete the course within their own timeframe," said Gartner Analyst Kathy Harris. "Organizations that offer this level of personalization in their on-line training forums ensure that Web-based training is even more effective than in-person training."

KANA's Web-based training program has always offered significant technical and product specific information. New courses in 2003 will add information on best practices, provide relevant case studies and help optimize business productivity by expanding the impact of KANA's eCRM applications throughout the enterprise.

"The leading Global 2000 organizations deploying KANA's eCRM applications increasingly prefer Web-based training, allowing us to provide a more effective education resource, that also reduces costs for our customers," said Brian Walker, vice president of customer support and education at KANA. "Our program was so successful in its first year because our offering goes beyond typical on-line training courses to provide personalized and effective support, based on specific user needs and industry pain points."

KANA provides eCRM applications optimized specifically for the telecommunications, financial services, healthcare, high technology, retail, government and higher education markets to drive better relationships through effective, efficient interactions with customers at all points of contact (self-service, Web collaboration, phone, e-mail, live chat) and throughout the enterprise. KANA's industry-specific applications and customizations address the unique needs of Global 2000 organizations in these markets, giving businesses a competitive advantage and increasing their ability to service, market to and sell to their customers. More than 1,300 companies worldwide benefit from KANA's customer-centric approach to managing customer relationships, which combines sophisticated analytics with thin-client Web architecture to deliver extraordinary customer interactions that decrease costs and drive revenue.

About KANA

KANA (NASDAQ: KANA) provides industry-leading customer-centric eCRM applications to the largest businesses in the world, helping them to better service, market to, and understand their customers and partners, while improving results and decreasing costs in contact centers and marketing departments. Through comprehensive multi-channel customer relationship management that combines the best-in-class KANA iCARE Architecture with enterprise applications, KANA has become one of the fastest-growing providers of next generation eCRM technology. The company's customer-focused service, marketing and commerce software applications enable organizations to improve customer and partner relationships by enabling them to productively interact when, where and how they want - across all touch points, including web contact, web collaboration, e-mail, and telephone. KANA's global customer base includes Global 2000 organizations in the financial services, manufacturing, high technology, communications, retail and services markets. ADP, Chase, E*Trade, GAP, GM, Hewlett-Packard, Kodak, Sony, United Airlines, Verizon, TaylorMade-adidas Golf and Williams Sonoma are among the industry leaders that have implemented KANA's eCRM solutions. KANA has locations in 22 countries worldwide, in addition to an extensive global network of channel partners. For more information, please visit www.kana.com.