Category: KCS
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KCS Principles Can Fix Content Management
We’re covering a big topic, so this is a longer post than usual. TL;DR: Apply KCS principles to Content Management, too. We’ve written before about the differences between KM and […]
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What is KCS v6 Certification?
Are you interested about all the recent talk around Knowledge-Centered Service (KCS) v6 Certification? We thought it might be helpful to answer some common questions and provide some resources. KCS […]
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KCS Success By the Book: Extreme Networks Does It Right
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 […]
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You Need a Dedicated KCS Program Manager
If you don’t have a plan for having dedicated KCS℠ program management, we won’t lead a KCS Design Workshop for you. (With regret.) You’ll be wasting your money and our […]
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KCS v6: Support’s Time to Shine
The Consortium for Service Innovation just released Version 6 of the KCS Practices Guide, along with a document that lays out the principles and core concepts of KCS. V6 isn’t […]
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Keeping Communications Simple and Fun: ANCILE Does It Right
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 […]
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Preparing for KCS Certification – It Pays Off
Image courtesy KCS v6 Practices Certified Sue van Gelder, who took amazing notes We’ve lead certification workshops for many customers this year. We’ve noticed a pattern of behavior that contributes […]
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KCS: Prove Real Value, Real Quick
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 […]
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KCS in the Real World
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.