Date post: | 22-Jan-2015 |
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Business |
Upload: | esteban-kolsky |
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six steps to km
nirvana esteban kolsky thinkjar
product
services
corporate
partners
suppliers
what you think your km system looks like
what your users think you have for km
hard to use
can never find anything
does not work
like i do
can never find what i need
takes too long
i can never
remember
where it is
didn’t know we had one
what your users feel about the km system…
…what your users do for km
knowledgebase
documentrepository
“island”data
ontologytaxonomy
business rulescontent rules
partnerknowledge
crm inventory shipping ecommerce financing
communitiesinternal users
a quick look at km nirvana
no, not this federation…
partner
kk
k
k
k
kk
k
k
k
k
k
m
m
m
m
partner
supplier
k – knowledge repositorym – km system
adapted from original - source: finntrack
1. federate knowledge
S
M
W
E
P
C
S – SMS, W – Web, E – Email, C – Chat, P – Phone, M- Social Media, D – Data, K- Knowledge
1980 1995 2010
S W E C P M
RKD
RKD
RKD
RKD
RKD
RKD
W
M
S
E
P
C
D
K
R
silosingle channel
semi-integratedmulti-channel
integratedcross-channel
D
KR
UC
2. build cross-channel support
customer has an idea…
…but cannot implement the idea
customer creates knowledge…
…company createssame knowledge
customer knows fix for problem…
…company has problem to be fixed
outside of the business
inside of the business
3. remove barriers to innovation and contribution
4. find and use subject matter experts, communities
understand the customer job-to-be-done
collect insights
collaborate to co-createwith the customer; meet desired outcomes
understand and provide the customer experience they expect
enhance transparencythe collaborative enterprise
SocialCRM
E2.0
5. build a dynamic infrastructure
clients partners employees
sales erp
client products operations knowledge
customer interaction hub
kmsbillingcustomer
service
a centralized, multi-purpose, dynamic system
6. repeat when successful, retry when not
37%
29%
29%
5%
Starting a new Knowledge
Management initiative
Evaluating the changes we
will need to make to our
Knowledge Management
Initiative
Implementing Changes to
our Knowledge
Management Initiative
Using the implementation
of Knowledge Management
we have as is, works just
right
through 2011, which of the following best describes
your knowledge management initiative?
0 10 20 30 40 50 60 70
community generated knowledge
new Sources of knowledge
ratings, rankings, voting, reputation
transparent km processes
community managed knowledge
knowledge in the cloud
community recognition and rewards
other
implementing considering
which of the following are you considering /
implementing for knowledge management in 2011?
10.70%
10.70%
1.80%
7.10%
66.10%
3.60%
Yes, less than 5%
Yes, between 5% and 10%
Yes, between 10% and 20%
Yes, more than 20%
No, and it probably wont
No, and it probably will go down
has your budget for KM in 2011 (software and
services) increased? by how much?
who owns the knowledge management
initiative in your company?
5.20%1.70%
25.90%
31.00%
5.20%
15.50%
15.50%
marketing
sales
customer service
committee or group from the above functions
management team member
not from the above functions
committee, group, or
manager not from those
functions
we don’t have an owner, it
deployed a kms, we use it as
needed
have you used a consultant to help with your
knowledge management initiative?
5.21%
10.31%3.40%
15.52%
65.57%
Yes, but only for the strategy
Yes, but only for deployment
Yes, but only for Support
Yes, for two or more of the above
No
how is your knowledge management
initiative being used today?
33.90%
5.40%32.10%
28.60%
Entirely by agents in our contact center, customers cannot
access it
Entirely by customers in a web self-service solution, our agents use
a different one or none
Mostly by our agents, but we provide limited access to our
customers
About equally between our customers and our agents via different
interfaces
65.57%
17.22%
8.61%
6.91%
1.70%
Yes, but only specific
people can access it and
create knowledge
Yes, anyone within the company can access and
create knowledge
Yes, anyone with
authorization, internal or
external to the company, can access it and create
knowledge
We let anyone create
knowledge for our
company
We hire a contractor or
consultant to manage our
knowledge bases
do you have a process for
knowledge creation in place today?
questions?