Best Knowledge Management Systems for 2025

Knowledge management systems (KMS) help teams or organizations store and retrieve knowledge and data to improve understanding, collaboration, customer experience, and process alignment. The systems help users find and utilize knowledge to achieve their tasks more quickly. Thanks to knowledge management systems, organizations can answer customers’ questions in real time and instantly provide specific solutions to their concerns.

This is crucial as 90% of customers rate immediate response as an important factor when they seek customer support; additionally, 82% rate the same when they have marketing inquiries (HubSpot, 2021).

In this guide, our team of experts at Research.com has helped us come up with a list of the best knowledge management systems available in the market. We have also collected information on the latest trends and statistics related to knowledge management systems, making them one of the most essential types of business software programs these days.

For a straightforward knowledge management systems definition, these are digital applications that collect, store, organize, update, and distribute knowledge or information assets created by organizations. KMS allows departments or teams to collaborate, making it easy for employees and customers to access such knowledge or information.

There are two types of KMS. One is the internal knowledge management system, which is used within an organization to optimize the sharing of knowledge among its members, staff, or employees, boost team collaboration, and improve organizational performance. The other is for external knowledge management, which involves the sharing of information with customers or anyone outside the organization to streamline their experience.

You can imagine how, when KMS integrates with or is used alongside other business tools, such as customer relationship management or CRM software, operations within different teams or departments run smoothly like a well-oiled machine, achieving high customer satisfaction.

Here are some statistical data related to knowledge management systems:

• The global knowledge management systems market reached $3.66 billion in 2022. The market is estimated to grow at a compound annual growth rate (CAGR) of 11.4% from 2023 to 2029. It is projected to reach $6.99 billion by 2029.
• Knowledge management systems are still under-penetrated even in departments considered sweet-spot areas. About 44% of customer service and customer contact centers are still not using KMS. So are 45% of IT help desk, 61% of human resources, 65% of marketing, 65% of research and development, 66% of sales, 67% of field service, 67% of finance, 69% of production, and 71% of legal departments (Unisphere Research, 2023).
• Overall satisfaction with KMS is lukewarm at best. About 26% of users say that they are not satisfied with their knowledge management solutions. Only 18% express a high level of satisfaction, while 55% say they are only “somewhat satisfied" (Unisphere Research, 2023).
• The acceptance of the current generation of KMS is lowest among financial services firms, with only 6% expressing a high level of satisfaction (Unisphere Research, 2023).
• Knowledge management systems software are most widely endorsed in the public sector. An estimated 235 government or educational organizations express high satisfaction levels (Unisphere Research, 2023).

Technology and the digital revolution are transforming the way people work and learn. Knowledge management is no exception. KMS is becoming increasingly important as organizations look to streamline their processes, gain competitive advantage, and improve customer experiences.

The world of knowledge management systems is set to advance even more with the help of trends that will shape the way businesses operate, grow, and interact with their customers. Here are some of these trends:

• Artificial intelligence or AI-powered knowledge management. With technology advancing rapidly, AI and knowledge management are becoming increasingly intertwined, such as in the case of Microsoft Copilot and ChatGPT. AI can automate many processes and tasks involved with KMS, such as search and retrieval, data mining, and user profiling. Organizations can use AI-powered KMS to manage their information more effectively, allowing them to access and leverage this information in more meaningful ways. AI and KMS can help organizations gain insights into customer behavior, allowing them to develop better strategies to improve customer service. AI-powered KMS can help employees stay up to date with the latest relevant developments and make more informed decisions.
• Integration with machine learning. Machine learning is another trend with a growing impact on knowledge management for 2025. This technology is and can be used to uncover valuable insights and analyze large datasets. Organizations can use KMS with machine learning technology to better understand the needs and preferences of their customers and to make more informed business decisions.
• Using social media frameworks. Thanks to the popularity of social media and employees’ familiarity with its mechanisms, more and more developers are integrating it with knowledge management systems. Knowledge management also leverages the social media framework’s strengths, including quick and speedy notifications, aggregating recommended content, mobile app versions, and private and group chats. KMS developers are working to create tools that are engaging, user-friendly, and effective. KMS platforms will increasingly become as user-friendly as social media interfaces.
• Content tagging for a better search function. Knowledge management’s main goals include simple searching. With a fast search function, workflow becomes more streamlined, quicker, and more productive. The next few years will see this function facilitated by relevant content tagging. Employees who use content management software may already be applying content tagging that allows content to be tagged by certain keywords or by year, team, and project; more widespread content tagging within a KMS will promote quicker and easier collaboration across the organization.
• Influence of data security and privacy. Data security and privacy are critical, and this will influence knowledge management in the next few years and beyond, especially with the never-ending threat of cyber-attacks. As such, secure, cloud-hosted KMS are going to become increasingly popular as organizations look to protect personal information from cybercriminals and hackers, as well as ensure that all employee and customer data are stored in accordance with General Data Protection Regulation (GDPR) regulations.

Implementing a knowledge management system (KMS) can be transformative, but it also presents distinct challenges. Organizations should be aware of these potential hurdles to address them proactively and maximize the effectiveness of their KMS.

• Data Overload: With vast amounts of data available, organizing and curating relevant information can be overwhelming. Effective KMS require a structured approach to categorizing and tagging data to prevent users from sifting through excessive, irrelevant content.
• User Adoption: Ensuring widespread use across teams can be challenging. Employees may resist adopting new systems, particularly if they are unfamiliar with the technology or perceive it as burdensome. Offering training and promoting the benefits of KMS can help increase adoption.
• Privacy and Security Concerns: Given the sensitive information stored within KMS, ensuring robust security measures is crucial. Organizations need to address privacy concerns, particularly for cloud-hosted KMS, by implementing encryption and complying with relevant regulations like GDPR.
• Content Maintenance: Knowledge quickly becomes outdated, so regular updates are essential. Without a dedicated content management strategy, knowledge bases can grow obsolete, diminishing the value of the system for users.

By recognizing these challenges, organizations can take preemptive steps to create a more effective and user-friendly knowledge management system.

How can knowledge management systems enhance project management?

Knowledge management systems centralize critical project data and documentation, ensuring timely access to updated information that supports informed decision-making. These systems streamline workflows by facilitating real-time collaboration, reducing communication gaps, and enabling cross-functional teams to track project progress efficiently. Integration with dedicated project management platforms, such as construction project management software, further promotes the alignment of operational processes and resource allocation. This synergy not only minimizes delays and cost overruns but also supports continuous improvement in project delivery by providing actionable insights and fostering a culture of accountability and transparency.

Integrating Knowledge Management Systems with Learning Tools

Knowledge Management Systems (KMS) can significantly enhance organizational efficiency and alignment when integrated with tools that facilitate learning and development. For small businesses, an effective learning and content management strategy ensures that employees quickly adapt to new roles, processes, and technologies, fostering continuous growth.

One of the most impactful ways to bridge knowledge management and organizational learning is by integrating KMS with Learning Management Systems (LMS). These platforms not only provide training and development resources but also serve as repositories for curated educational content. By combining a KMS with an LMS, businesses can efficiently deliver task-specific training while maintaining easy access to relevant knowledge resources. This synergy supports a dual approach to learning—on-demand and structured—suited to modern workforce needs.

For small businesses, choosing the right LMS can be daunting due to budgetary constraints and the need for user-friendly features. Evaluating LMS platforms for small business organizations not only helps streamline training programs but also boosts team productivity by centralizing learning activities. By linking training modules directly with core knowledge management systems, organizations can create a seamless loop for employee skill development and repository mastery.

Such integrations ultimately help businesses reduce redundant data, shorten response times, and provide enriched learning experiences, making them indispensable in achieving long-term operational goals.

Manage Your Team’s Content and Knowledge Base Better with KMS

Each knowledge management system works differently, offering different tools and features to gather, consolidate, organize, store, manage, and share information across your team, department, organization, or business. You can share this information with employees and with your customers. Each KMS also offers various integration capabilities with other apps or software you use.

As such, you need to find the right KMS for your organization based on your specific needs and the kind of information you handle. You can also choose a KMS based on how seamlessly it works with other systems you are using for different aspects of your business, such as your human resource or HR software and CRM software. Whatever KMS you choose, the goal is to streamline your operations, increase your team’s productivity, improve customer experience, and promote business growth.

Key Insights

• Market Growth: The global market for knowledge management systems (KMS) reached $3.66 billion in 2022 and is projected to grow at a compound annual growth rate (CAGR) of 11.4%, reaching $6.99 billion by 2029.
• Under-penetration in Key Areas: Despite the potential benefits, KMS adoption is still low in key departments, with 44% of customer service centers and 67% of finance departments not yet using these systems.
• Satisfaction Levels: Satisfaction with KMS is generally low, with only 18% of users expressing high satisfaction and 26% not satisfied. The financial services sector shows the lowest satisfaction levels.
• Public Sector Usage: Government and educational organizations show higher levels of satisfaction with KMS, indicating successful implementations in these sectors.
• AI Integration: The integration of artificial intelligence (AI) with KMS is a significant trend, enhancing capabilities like search and retrieval, data mining, and user profiling.
• Machine Learning Impact: Machine learning is increasingly being used to analyze large datasets and uncover insights, helping organizations better understand customer needs and make informed decisions.
• Social Media Frameworks: KMS are incorporating social media elements to improve user engagement and interaction, leveraging familiar mechanisms such as notifications, content aggregation, and chat functionalities.
• Content Tagging: Enhanced content tagging is becoming more prevalent, aiding in faster and more efficient search functions within KMS.
• Data Security and Privacy: The importance of data security and privacy is driving the adoption of secure, cloud-hosted KMS to protect sensitive information and comply with regulations.

FAQ

What is a knowledge management system (KMS)?

A knowledge management system (KMS) is a digital application designed to collect, store, organize, update, and distribute knowledge or information assets created by organizations. It facilitates the sharing and retrieval of information to improve understanding, collaboration, and process alignment within teams or organizations.

What are the two types of KMS?

There are two types of KMS: internal knowledge management systems and external knowledge management systems. Internal KMS are used within an organization to optimize knowledge sharing among employees, while external KMS share information with customers or external parties to enhance their experience and streamline interactions.

Why are knowledge management systems important?

KMS are crucial for improving organizational efficiency by enabling quick access to information, facilitating collaboration, enhancing customer service, and supporting informed decision-making. They help organizations respond to customer inquiries promptly and provide specific solutions, which is vital for maintaining high customer satisfaction.

What are some current trends in knowledge management systems?

Current trends in KMS include the integration of artificial intelligence and machine learning, the use of social media frameworks, enhanced content tagging for better search functionality, and a focus on data security and privacy. These trends are shaping the future of KMS by making them more intelligent, user-friendly, and secure.

How does AI enhance knowledge management systems?

AI enhances KMS by automating processes such as search and retrieval, data mining, and user profiling. It helps organizations manage and leverage information more effectively, gain insights into customer behavior, and develop strategies to improve customer service. AI can also keep employees updated with relevant developments and support informed decision-making.

What are the benefits of integrating social media frameworks with KMS?

Integrating social media frameworks with KMS improves user engagement by leveraging familiar mechanisms such as quick notifications, content aggregation, mobile app versions, and private and group chats. This integration makes KMS more engaging, user-friendly, and effective in facilitating knowledge sharing and collaboration.

Why is content tagging important in KMS?

Content tagging is important in KMS because it facilitates faster and more efficient search functions. By tagging content with relevant keywords, teams, projects, and other criteria, organizations can streamline workflows, enhance productivity, and improve collaboration across different departments.

How do KMS address data security and privacy concerns?

KMS address data security and privacy concerns by implementing secure, cloud-hosted solutions that protect sensitive information from cyber threats. They ensure that employee and customer data are stored in compliance with regulations such as the General Data Protection Regulation (GDPR), safeguarding against unauthorized access and data breaches.

What should organizations consider when choosing a KMS?

Organizations should consider factors such as affordability, ease of use, integration capabilities with other tools, collaboration features, centralized data storage, customizability, reporting and analytics, and customer support. It is also important to evaluate how well the KMS aligns with the organization's specific needs and information handling requirements.

What are some of the best knowledge management systems available for 2025?

Some of the best knowledge management systems available for 2025 include Bloomfire, Helpjuice, Connecteam, Document360, KnowledgeOwl, Help Scout, Zendesk Guide, Zoho Learn, Guru, and ProProfs. These systems offer a range of features and tools to help organizations manage and share knowledge effectively.

References:

• Dick, J. (2021, January 19). Live Chat Exposes a Fatal Flaw in Your Go-to-Market. HubSpot.
• McKendrick, J. (2023, April). The State of Knowledge Management in 2023: Untapped Potential For Business Value. Unisphere Research.