Category: Case Studies

  • Leading the KCS Transformation: Clio Does It Right

    Leading the KCS Transformation: Clio Does It Right

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    When Marc Dyer arrived at Clio, he faced a challenge. As the new VP of Customer Success, he led an organization with lots of knowledge—unfortunately, that knowledge was scattered throughout five different repositories and in every employee’s head. With a customer base founded in billable hours, it’s essential for Clio’s support agents to be able…

  • KCS Success By the Book: Extreme Networks Does It Right

    KCS Success By the Book: Extreme Networks Does It Right

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    The Consortium for Service Innovation just published a new KCS case study we wrote highlighting the success of Extreme Networks in implementing KM, self-service, and communities.  I encourage you to read it—there are good lessons for any KCS practitioner. In this blog, I’d like to complement the case study with my perspective as their consultant. …

  • Keeping Communications Simple and Fun: ANCILE Does It Right

    Keeping Communications Simple and Fun: ANCILE Does It Right

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    I always love it when our clients share some of the great ways they communicate with their teams about KCS, and I love it even more when they give me permission to share with you. (HT: CM). A good use of video is to plant seeds with the team, to let them know that KCS…

  • KCS: Prove Real Value, Real Quick

    KCS: Prove Real Value, Real Quick

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    The Leap of Faith Many organizations struggle with the ability to implement quickly and successfully, and to deliver benefit. We helped one customer demonstrate KCS success quickly, proving value and supporting their ongoing commitment to KCS. Like many support organizations today, our customer is under pressure to do more with the resources they have. This…

  • KCS in the Real World

    KCS in the Real World

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    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.

  • Feedback: Style Matters! Allscripts Does It Right

    Feedback: Style Matters! Allscripts Does It Right

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    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 packages.  With apologies to my friends at business intelligence vendors, it’s almost as though the designers had set out to create bad “before” examples for…

  • Reaping the KCS Rewards: Daktronics Does It Right

    Reaping the KCS Rewards: Daktronics Does It Right

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    There’s nothing like hearing about KCS from someone who is actually doing it—and benefitting from it.  Our friends at Daktronics just sent this great email along, and kindly gave us permission to share it on the blog. Daktronics is a South Dakota-based manufacturer of LED signboards, from high school football scoreboards to major league arena…

  • Hanging Up Your Strategic Framework: Sage Does it Right

    Hanging Up Your Strategic Framework: Sage Does it Right

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    In our KCS workshops, we say that the Strategic Framework is the deliverable that’s easiest to push aside…and yet one of the most valuable if done right. The Strategic Framework is a simple way of showing the value of KCS to the company, customers, and employees.  Executives set high-level objectives for the organization: “scale the…

  • Leadership in Action: The KCS Commitment

    Leadership in Action: The KCS Commitment

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    We wrapped up a KCS design workshop at Carestream Health yesterday.  We closed with an exercise I love: the participants spent the last hour presenting what they’d learned, done, and planned to executives.  This solidifies the learning, and it’s far more meaningful for executives to hear from the people who will be doing the work…