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?