Every year, it’s a little like Christmas in the summer: the Association of Support Professionals releases its flagship report, The Year’s Ten Best Web Support Sites. (You can get your copy here.) Companies submit papers describing their support websites, their key features, challenges, lessons learned, and business results. Then a panel of expert judges, including […]
Some good reasons to put your knowledge base on the Internet–and some outdated myths that keep it locked up behind a customer login today.
Some of my favorite emails from customers are forwards of emails from team members reflecting on KCS. Here’s a great example, with grateful thanks to the Customer Who Shall Remain Nameless who shared it.
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management” to people in other parts of your company, and they’ll probably tell you about useless SharePoints full of out-of-date documentation.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 excellence. Its leaders climbed the ladder based on their programming prowess and reputation. Of course, they wanted to do the right thing by their customers—but the […]
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. How to make sure Candidates can’t edit or approve. How to make sure Readers can’t write. It goes on and on. Why? Why this fixation […]
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 knowledge management for the support industry; as time passes, I think it’s increasingly safe to call it the only book on KM for support… By […]
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, we’ve been working on a video, The Disconnect, which we’re premiering at the bottom of this post. I hope the video speaks for itself (and […]
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 a picture, but it looked kind of like this. Pretty cool, right? Kind of fun? I actually imagined a family afternoon with paint brushes or […]
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 drill. Get Ready Scope the problem. Taking on the customer lifecycle cradle-to-grave isn’t practical, but the best insights come when multiple groups explore their hand-offs […]