Service solutions vendor Kana whose customers include more than 900 organisations worldwide, including half of the Global 100 and 250 government entities is continuing the growth and expansion of its European operations, as well as the appointment of several new executive management posts.

The new resources will be devoted to serving KANA’s growing European client base. The company has won significant new business with a number of new customers including Barclays, Eircom, IFDS and Mobile Money. 

To support the company’s growth in Europe, the Glasgow campus has been named a key software research and development center. Alongside its sister R&D facilities in Belfast and Sunnyvale, Calif., Glasgow will be one of the company’s main R&D hubs for vendor. The Glasgow campus will house the development groups responsible for driving the development of new products, as well as the company’s professional services group. KANA is acquiring new talent in both these areas, expanding headcount by some 20%. The company is also looking to hire additional Project Management, Business Analyst and Sales personnel.

The company also announced several new executive management appointments, expanding its European leadership team. Importantly, all of the recent management appointments are former Ciboodle executives who have been retained by KANA to grow the company’s operations in Europe.

While economic difficulties in Western Europe have slowed software sales overall, KANA is benefiting from organizations’ continued investment in customer service initiatives and CRM – both in the commercial and public sectors. CRM software ranks within the fastest-growing segments, according to figures released in November 2012 by analyst firm IDC. Three of four CRM market subcategories showed double-digit growth so far this year, with contact center applications seeing a single-digit increase, according to IDC. Customer service, sales and marketing had a roughly 12% growth rate overall. The report also says CRM license sales are growing as companies replace aging on-premises systems with cloud-based offerings.

KANA also saw its business benefit from organizations’ continuing investment in customer experience management technology to address key operational imperatives such as channel shift and cost optimization, and to leverage new delivery mechanisms, such as the Cloud.


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