If training is support before customers need it, knowledge management is support in the moment customers need it. Francoise Tourniaire, Owner of FT Works and author of the book "Collective Wisdom: Transforming Support with Knowledge", joins us to discuss the importance of knowledge management in helping customers succeed. In this Slideshare, we will discuss how to: - Create and publish knowledge your customers can use - Maintain the content so it keeps up with the speed of your software - Help customers with self-service - Use technology for your knowledge management initiatives - Measure the success of knowledge management

1. Managing Knowledge
for
Customer Success

2. Managing Knowledge for Customer Success March 8, 2016
@billcush
Bill Cushard
Head of Training
ServiceRocket
Francoise Tourniaire
Owner
FTWorks
@FTTalks
Sarah E. Brown
(moderator)
ServiceRocket
@SEBMarketing

3. Managing Knowledge for Customer Success March 8, 2016
Where in the World?

4. Managing Knowledge for Customer Success March 8, 2016
About ServiceRocket
Helping people get the most out of their software
TRAINING TrainingSUPPORT UTILIZATION
- Founded in Sydney, Australia 2001
- Palo Alto, CA HQ since 2010
- 180 employees across 4 global
offices: Palo Alto, Sydney,
Santiago Kuala Lumpur

5. Managing Knowledge for Customer Success March 8, 2016
Learndot
Start Your
Learndot
Free Trial Now!
http://admin.learndot.com/signup

6. Managing Knowledge for Customer Success March 8, 2016
Agenda
5 Big Jobs of Customer Success
Leveraging Self-Service to Scale Customer Success
Measuring the Success of Customer Success
Communicating with Customers
Understanding Customers (Journey and Profiles)

7. Managing Knowledge for Customer Success March 8, 2016
Francoise Tourniaire
Owner
FTWorks
@FTtalks
Founded FT Works 1998
Co-founded ChurnSquad 2014
Author of 4 books

8. Managing Knowledge for Customer Success March 8, 2016
5 Big Jobs of Customer Success

9. Managing Knowledge for Customer Success March 8, 2016
(Traditional)
customer
success does not
scale

10. Managing Knowledge for Customer Success March 8, 2016
Self-Service

11. Managing Knowledge for Customer Success March 8, 2016

12. Managing Knowledge for Customer Success March 8, 2016
Big Data

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Processes

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Communication Cadence

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Map the Customer Journey

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You Need Different Profiles
Curriculum
developers
Technical writers
Industry experts
Planners
Data scientists

17. Managing Knowledge for Customer Success March 8, 2016
Questions
Francoise Tourniaire
Owner
FTWorks
@FTtalks
Founded FT Works 1998
Co-founded ChurnSquad 2014
Author of 4 books

18. Managing Knowledge for Customer Success March 8, 2016
Thank you
servicerocket.com