You know KM works. You probably want to share the good news. But mention “knowledge management” to people in other parts of your company, and they’ll probably tell you about useless SharePoints full of out-of-date documentation.
In Support, we know it doesn’t have to be like that. In Support, we use KCS. And KCS works. And KCS works for other parts of the company, too.
An executive at a software company was talking with me recently about the challenge of creating a customer-centric culture. His company, like many, was built on a foundation of technical […]
We spend a lot of time—an inordinate amount of time—talking with people about how to lock down permissions inside of knowledge management tools. How to make sure Contributors can’t publish. […]
In 2006, my industry colleague Francoise Tourniaire and I wrote a book called Collective Wisdom: Transforming Support With Knowledge. At the time, we billed it as the first book on […]
Happy 2014! It has been a very long time since we posted here, and I feel a little guilty because we have quite a few new subscribers. Instead of blogging, […]
Yesterday, as I was driving near DB Kay & Associates “World Headquarters” in Santa Cruz, I noticed a home-painted smart car. I wasn’t quick enough with my camera to take […]
Recently, we made the case for mapping your customer experience. So, how do you do it? If you can get the right people in the room, it’s surprisingly easy. Here’s the […]
Reports are boring. Can we all agree on this? Sure, reports may contain interesting information. But there’s something deeply stultifying about the actual presentation of the data in commercial reporting […]
“O wad some Pow’r the giftie gie us To see oursels as ithers see us!” Robert Burns Seeing ourselves as others see us is a gift. And Customer Experience Mapping […]
It’s been an atypically long break between blog posts. (Some might call it a welcome respite.) Lots of work travel, and we’re just back from a lovely vacation in Spain. […]
