[9] KANA was a major stock market success during the dot-com bubble, and while it contracted significantly during the following downturn, it remained in business as an independent company through the following decade.

[10] The same year, KANA acquired Lagan Technologies, a government-to-citizen customer relationship management company based in Northern Ireland.

[11] The software was rebranded as LAGAN Enterprise, a package that compiles information from sources such as 311 calls and map overlays to improve resource management.

[14] In 2012, KANA bought Trinicom, a Dutch company that makes mid-market customer service multichannel ecommerce, especially in the BeNeLux region.

[16] Industry analysts generally looked favorably on the acquisition; Ciboodle's established business process management gave KANA products for a full-featured CRM package for customer service with social media marketing.