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- Hack Your Knowledgebase | DB Kay & Associates on Suggested New Years Resolutions for KM Vendors
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Category Archives: Measures
Is Knowledge Really an Asset?
“Knowledge is the key asset of the support organization.” The KCS Practices Guide, v5.1 The Consortium for Service Innovation If I had a nickel for every time I quoted the KCS practices guide and asserted that knowledge is an asset…I’d … Continue reading
Posted in KCS, KM, Measures
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Six Simple Measures for Community Managers
Not long ago, it seemed like there weren’t any reasonable measures for the health and effectiveness of communities; now it seems like there are too many! We often see eSupport and community leaders trying to grapple with page after page … Continue reading
Posted in Measures, Social Support
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The Power of Feedback
Last time in this space, we discussed the power of appreciation. Let’s explore another primal human need—the need to answer the question, “how am I doing?” It starts early. Watch a small child doing something new: she will be looking … Continue reading
Posted in Culture, KCS, Measures
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Keep An Eye On Your Customers’ Success
Generally speaking, in Support we measure our operations: time to resolve and backlog, for example. But in Marketing, they measure customer behavior, like click-through rates and conversion rates. In this case, I think Marketing has it right. And from what … Continue reading
Posted in Measures
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Keeping Two Sets of Books
I learned a great best practice for organizational change this week at the Consortium for Service Innovation’s executive summit in beautiful Chatham, Cape Cod: Keep two sets of books! No, not in the bad way—not like Enron—but to enable change. … Continue reading
Posted in Measures, self-service
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