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KANA Executive to Present on SRM at IBM's CRM University

EVP to Discuss Next Evolution in CRM Industry

MENLO PARK, Calif.--(BUSINESS WIRE)--Aug. 3, 2004--KANA(R) (NASDAQ: KANA), a leading provider of Service Resolution Management (SRM) solutions, today announced that Brian Kelly, EVP of Marketing & Product Strategy at KANA, will be presenting a session on Service Resolution Management at the upcoming IBM Business Consulting Services CRM University. The three day event offers a unique CRM professional development curriculum aimed at building the skills of over 300 of the top CRM senior practitioners and practice leaders.
Who: Brian Kelly, Executive Vice President of Marketing &
Product Strategy, KANA

What: Brian Kelly will give a presentation on, and demonstration
of, SRM - the next evolution of CRM. Attendees of this
session will learn about optimizing and automating service
resolution, the multi-step process of resolving customer
issues or requests, which accounts for 80 percent of the
cost of providing customer service.

When: Monday, August 9, 2004 at 2:00 p.m. ET

Where: IBM Business Consulting Services CRM University,
Disney Yacht & Beach Club Resort, Lake Buena Vista, FL.



"Businesses today can no longer afford to spend millions of dollars on a complete overhaul of their CRM systems - an investment that fails to guarantee a return on investment," said Brian Kelly. "KANA and IBM are committed to SRM as a way for companies to extend the life of their existing CRM infrastructures, while optimizing the resolution process in order to provide superior customer service."

About KANA

KANA is a leading provider of Service Resolution Management (SRM) solutions that improve customer satisfaction, reduce service costs, and increase revenues. KANA's award winning suite of customer service solutions for assisted, self, and proactive service enables companies to resolve customer requests quickly and accurately across multiple channels. Built on the industry's most advanced web architecture, KANA's solutions are in use at more than half of the world's largest 100 companies. For more information visit www.kana.com.

NOTE: NOTE: KANA and KANA iCARE are registered trademarks of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.

Contacts


KANA
Jessica Hohn, 508-598-3356
jhohn@kana.com
or
PAN Communications
Andy Dear/Elise Sherman, 978-474-1900
kana@pancomm.com

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