1.
Panel Discussion
Convincing Your Company
to Improve Your Technical Resource Center

2.
Panelists
Ray Gallon
President & Co-Founder of
The Transformation Society
Joe Gelb
CEO of Intuillion Ltd.
Alex Masycheff
President & Head of
Business Development
at Zoomin Software

3.
Panelists
Julie Newcome
Content Strategist at
Ultimate Software
Sr Director, Information
Engineering, Product
Portfolio Solutions, &
Globalization Strategy at
NetApp
Anna Schlegel
President & CEO
at Astoria Software
Michael Rosinski

4.
Hardware Software Process People
Roles
Improve-
ments
Convincing Your Company to Improve Your Technical Resource Center
Why is change so difficult?

5.
What do we count? What metrics matter?
How do we communicate clearly on investment?
Convincing Your Company to Improve Your Technical Resource Center

6.
What should we know before asking for money?
Convincing Your Company to Improve Your Technical Resource Center

7.
What are some realistic expectations?
Convincing Your Company to Improve Your Technical Resource Center

8.
Questions from the Audience
Convincing Your Company to Improve Your Technical Resource Center

9.
Your Panelists
Ray Gallon Joe Gelb Alex Masycheff
Julie Newcome Anna SchlegelMichael Rosinski

10.
THANK YOU
Convincing Your Company to Improve Your Technical Resource Center

11.
Backup
Convincing Your Company to Improve Your Technical Resource Center

12.
Identify Your Decision Makers
Priorities
1. Priorities
2. Decision
Makers
3. KPIs
4. Technical
Content
5. ROI
6. Business
Case Presentation
Examples
decision
makers:
VP Product
Product Adoption
VP Customer
Success
Customer
Satisfaction
Customer
Acquisition
VP Marketing

13.
Identify Your Decision Makers
Persona Priority KPI Use Cases ROI
VP Product
Product Adoption
VP Marketing
Customer Acquisition
VP Customer
Success
Customer Satisfaction

14.
Identify the KPIs That Matter
Example
s of
Relevant
KPIs
1. Priorities
2. Decision
Makers
3. KPIs
4. Technical
Content
5. ROI
6. Business
Case Presentation
VP Product
Product
Adoption
VP Customer
Success
Customer
Satisfaction
Customer
Acquisition
VP Marketing
• Improved internal and
external knowledge
sharing
• New feature
awareness
• Reduce support costs
• Improve Customer Effort
Score + Net Promoter Score
(NPS)
• Increase case deflection
• Website traffic
• Lead generation and
conversion
• Community
engagement

15.
Identifying the KPIs That Matter
Persona Priority KPI Use Cases ROI
VP Product
Product Adoption • New feature awareness
• Improved internal and
external knowledge
sharing
VP Marketing
Customer Acquisition • Website traffic
• Lead generation and
conversion
• Community
engagement
VP Customer
Success
Customer Satisfaction • Reduce support costs
• Customer Effort Score
+ Net Promoter Score
(NPS)
• Increase case
deflection

16.
Importance of Technical Content
Persona Priority KPI Use Cases ROI
VP Product
Product Adoption • Improved internal and
external knowledge
sharing
• New feature awareness
→Increase awareness
→Analytics insights
→Easy to navigate
VP Marketing
Customer Acquisition • Website traffic
• Lead generation and
conversion
• Community
engagement
→Search capabilities
→Search engine
optimization
→Single pane of glass
VP Customer
Success
Customer Satisfaction • Reduce support costs
• Customer Effort Score
+ Net Promoter Score
(NPS)
• Increase case
deflection
→Bring content to multiple
touchpoints
→Content recommendations
→Documentation sharing

17.
Measuring Success
Exampl
e
Business:
4% increase in NPS
17% more returning users
8% less churn
15% increase in CES
30% more deflected cases
18% reduced support costs
Productivity:
90% reduction in content turnaround
5x content updates
Exampl
e
1. Priorities
2. Decision
Makers
3. KPIs
4. Technical
Content
5. ROI
6. Business
Case Presentation

18.
Measuring Success
Persona Priority KPI Use Cases ROI
VP Product
Product Adoption • Improved internal and
external knowledge
sharing
• New feature awareness
→Increase awareness
→Analytics insights
→Easy to navigate
↑ Feature adoption
↑ Task completion rate
↓ CES
VP Marketing
Customer Acquisition • Website traffic
• Lead generation and
conversion
• Community
engagement
→Search capabilities
→Search engine
optimization
→Single pane of glass
↑ Traffic
↑ Returning users
↑ Engagement level
↑ Community engagement
VP Customer
Success
Customer Satisfaction • Reduce support costs
• Customer Effort Score
+ Net Promoter Score
(NPS)
• Increase case
deflection
→Bring content to multiple
touchpoints
→Content recommendations
→Documentation sharing
↑ NPS
↑ Case deflection
↑ FCR
↓ AHT
↓ Churn rate

19.
Pinpoint KPIs that decision makers
care about
Building a business case presentation
Return on investments - How to
measure “success”
Outline the priorities of your
organization
Identify the decision makers in
your organization and “path to
success”
How do technical content delivery
platforms impact your organization
Building a case and making a
compelling presentation
1. 2.
3.4.
5. 6.
1. Priorities
2. Decision
Makers
3. KPIs
4. Technical
Content
5. ROI
6. Business
Case Presentation