SlideShare a Scribd company logo
six steps
  to km
 nirvana    esteban kolsky thinkjar
partners




product




                                   services




corporate              suppliers




   what you think your km system looks like
what your users think you have for km
takes too long
i can never          didn’t know
remember             we had one
where it is can never find
              what i need
hard to use           does not work
   can never                like i do
 find anything

   what your users feel about the km system…
…what your users do for km
knowledge            document            “island”         partner
    base               repository            data          knowledge



                                 ontology
                                taxonomy
                              business rules
                              content rules
internal users                                             communities




  crm            inventory      shipping       ecommerce    financing




                                     a quick look at km nirvana
no, not this federation…
k – knowledge repository
                                                              k           m – km system


                                                        m
                                                                  k
                                                partner
                                                                                       k
                                                                              k
                                                          k
                            k

                                            m                             k        m

                                                                              partner
                             k

             supplier                       k


                                                              m
                                                    k
                                                                      k
                                                              k



                                                                      1. federate knowledge
adapted from original - source: finntrack
silo                     semi-integrated                   integrated
      single channel                  multi-channel                  cross-channel

                                                                                E
                                               E                          R          K
 D    D     D    D    D     D
 K    K     K    K    K     K           W      D                      W
                                                    P
 R    R     R    R    R     R                  K                               UC        P
                                                                      M
 S    W     E    C     P    M            M     R    C                                C
                                               S                          D     S



          1980                        1995                                    2010

S – SMS, W – Web, E – Email, C – Chat, P – Phone, M- Social Media, D – Data, K- Knowledge




                                     2. build cross-channel support
outside of the      inside of the
         business       business
   customer                     …but cannot
   has an idea…                 implement the
                                idea

   customer                     …company
   creates                      creates
   knowledge…                   same knowledge

   customer                     …company has
   knows fix for                problem to be
   problem…                     fixed



3. remove barriers to innovation and contribution
4. find and use subject matter experts, communities
   understand the
                                   customer job-to-be-
                E2.0               done
                                  collect insights
                                  collaborate to co-create
                                   with the customer;
       Social
       CRM
                                   meet desired outcomes
                                  understand and
                                   provide the customer
                                   experience they expect
the collaborative enterprise
                                  enhance transparency


                       5. build a dynamic infrastructure
client           products               operations          knowledge


                  customer
sales                                 billing                kms               erp
                   service



                             customer interaction hub




        clients                     partners                       employees




          a centralized, multi-purpose, dynamic system
6. repeat when successful, retry when not
Towards KM Nirvana (Moxie Software Webinar)
Starting a new Knowledge
                                 Management initiative

            5%
                                 Evaluating the changes we
                                 will need to make to our
                                 Knowledge Management
                                 Initiative
                         37%     Implementing Changes to
  29%                            our Knowledge
                                 Management Initiative

                                 Using the implementation
                                 of Knowledge Management
                                 we have as is, works just
                                 right




            29%


through 2011, which of the following best describes
           your knowledge management initiative?
implementing       considering

                               other

community recognition and rewards

             knowledge in the cloud

   community managed knowledge

          transparent km processes

ratings, rankings, voting, reputation

         new Sources of knowledge

  community generated knowledge

                                        0   10   20   30   40   50   60   70
        which of the following are you considering /
  implementing for knowledge management in 2011?
Yes, less than 5%
         3.60%
                                         Yes, between 5% and
                 10.70%                  10%

                                         Yes, between 10% and
                                         20%
                          10.70%
                                         Yes, more than 20%
                                    1.80%

                                         No, and it probably
                            7.10%        wont

                                         No, and it probably
66.10%                                   will go down




  has your budget for KM in 2011 (software and
           services) increased? by how much?
marketing

                            1.70%
                    5.20%               sales
         15.50%

                                        customer service



                               25.90%   committee or group from the
15.50%                                  above functions


                                        management team member
                                        not from the above functions

 5.20%
                                        committee, group, or
                                        manager not from those
                                        functions
                                        we don’t have an owner, it
                   31.00%
                                        deployed a kms, we use it as
                                        needed

                  who owns the knowledge management
                            initiative in your company?
Yes, but only for the
                                     strategy
            5.21%
                                     Yes, but only for
                                     deployment
                    10.31%
                             3.40%   Yes, but only for
                                     Support
                                     Yes, for two or more of
                                     the above
                                     No
                        15.52%

65.57%




    have you used a consultant to help with your
             knowledge management initiative?
Entirely by agents in
                                  our contact center,
                                  customers cannot
                                  access it
28.60%                            Entirely by customers
                      33.90%
                                  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
     32.10%              5.40%    agents via different
                                  interfaces


              how is your knowledge management
                       initiative being used today?
Yes, but only specific
                                     people can access it and
                1.70%                create knowledge

            6.91%
                                     Yes, anyone within the
                                     company can access and
    8.61%                            create knowledge


                                     Yes, anyone with
                                     authorization, internal or
                                     external to the company,
17.22%
                                     can access it and create
                                     knowledge
                                     We let anyone create
                          65.57%
                                     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?

More Related Content

Similar to Towards KM Nirvana (Moxie Software Webinar)

The way we will complain (sourced now)
The way we will complain (sourced now)The way we will complain (sourced now)
The way we will complain (sourced now)
Esteban Kolsky
 
Using social for customer service
Using social for customer serviceUsing social for customer service
Using social for customer service
Евгений Храмов
 
Moxie Software Webinar - The Knowledge Movement: Trends and Opportunities
Moxie Software Webinar - The Knowledge Movement: Trends and OpportunitiesMoxie Software Webinar - The Knowledge Movement: Trends and Opportunities
Moxie Software Webinar - The Knowledge Movement: Trends and Opportunities
Moxie
 
Everything you wanted to know about customer service using social, but had no...
Everything you wanted to know about customer service using social, but had no...Everything you wanted to know about customer service using social, but had no...
Everything you wanted to know about customer service using social, but had no...
OpenKnowledge srl
 
Broadcast Business Management in a Multiplatform Era
Broadcast Business Management in a Multiplatform EraBroadcast Business Management in a Multiplatform Era
Broadcast Business Management in a Multiplatform Era
Sprinklr
 
Three reasons you will do social crm
Three reasons you will do social crmThree reasons you will do social crm
Three reasons you will do social crm
Esteban Kolsky
 
Knowledge Management with K-Infinity
Knowledge Management with K-InfinityKnowledge Management with K-Infinity
Knowledge Management with K-Infinity
ESUG
 
Alfresco Day Madrid - John Newton - Keynote
Alfresco Day Madrid - John Newton - KeynoteAlfresco Day Madrid - John Newton - Keynote
Alfresco Day Madrid - John Newton - Keynote
Toni de la Fuente
 
Alfresco day madrid john newton - key note
Alfresco day madrid   john newton - key noteAlfresco day madrid   john newton - key note
Alfresco day madrid john newton - key note
Alfresco Software
 
Open end coding
Open end codingOpen end coding
Open end coding
Sri Krishna Consulting
 
the long tail of marketing
the long tail of marketingthe long tail of marketing
the long tail of marketing
Esteban Kolsky
 
Believe
BelieveBelieve
IPC NRF Presentation
IPC NRF PresentationIPC NRF Presentation
IPC NRF Presentation
Tyler Hannan
 
Phdthread.com
Phdthread.comPhdthread.com
Phdthread.com
Phd Media Shanghai
 
Rabbit mq messaginginthecloud_v_mworld_2010_ms
Rabbit mq messaginginthecloud_v_mworld_2010_msRabbit mq messaginginthecloud_v_mworld_2010_ms
Rabbit mq messaginginthecloud_v_mworld_2010_ms
Rabbit MQ
 
Rabbit mq messaginginthecloud_v_mworld_2010_ms
Rabbit mq messaginginthecloud_v_mworld_2010_msRabbit mq messaginginthecloud_v_mworld_2010_ms
Rabbit mq messaginginthecloud_v_mworld_2010_ms
liuhao1983
 
Creating Cloud Communities
Creating Cloud CommunitiesCreating Cloud Communities
Creating Cloud Communities
Peter Coffee
 
Business model Creativity
Business model CreativityBusiness model Creativity
Business model Creativity
Stefaan Vandist
 
Exploitation of results of the Web2LLP project
Exploitation of results of the Web2LLP projectExploitation of results of the Web2LLP project
Exploitation of results of the Web2LLP project
Web2LLP
 
Sfdc user group presentation july 2012
Sfdc user group presentation   july 2012Sfdc user group presentation   july 2012
Sfdc user group presentation july 2012
Esteban Kolsky
 

Similar to Towards KM Nirvana (Moxie Software Webinar) (20)

The way we will complain (sourced now)
The way we will complain (sourced now)The way we will complain (sourced now)
The way we will complain (sourced now)
 
Using social for customer service
Using social for customer serviceUsing social for customer service
Using social for customer service
 
Moxie Software Webinar - The Knowledge Movement: Trends and Opportunities
Moxie Software Webinar - The Knowledge Movement: Trends and OpportunitiesMoxie Software Webinar - The Knowledge Movement: Trends and Opportunities
Moxie Software Webinar - The Knowledge Movement: Trends and Opportunities
 
Everything you wanted to know about customer service using social, but had no...
Everything you wanted to know about customer service using social, but had no...Everything you wanted to know about customer service using social, but had no...
Everything you wanted to know about customer service using social, but had no...
 
Broadcast Business Management in a Multiplatform Era
Broadcast Business Management in a Multiplatform EraBroadcast Business Management in a Multiplatform Era
Broadcast Business Management in a Multiplatform Era
 
Three reasons you will do social crm
Three reasons you will do social crmThree reasons you will do social crm
Three reasons you will do social crm
 
Knowledge Management with K-Infinity
Knowledge Management with K-InfinityKnowledge Management with K-Infinity
Knowledge Management with K-Infinity
 
Alfresco Day Madrid - John Newton - Keynote
Alfresco Day Madrid - John Newton - KeynoteAlfresco Day Madrid - John Newton - Keynote
Alfresco Day Madrid - John Newton - Keynote
 
Alfresco day madrid john newton - key note
Alfresco day madrid   john newton - key noteAlfresco day madrid   john newton - key note
Alfresco day madrid john newton - key note
 
Open end coding
Open end codingOpen end coding
Open end coding
 
the long tail of marketing
the long tail of marketingthe long tail of marketing
the long tail of marketing
 
Believe
BelieveBelieve
Believe
 
IPC NRF Presentation
IPC NRF PresentationIPC NRF Presentation
IPC NRF Presentation
 
Phdthread.com
Phdthread.comPhdthread.com
Phdthread.com
 
Rabbit mq messaginginthecloud_v_mworld_2010_ms
Rabbit mq messaginginthecloud_v_mworld_2010_msRabbit mq messaginginthecloud_v_mworld_2010_ms
Rabbit mq messaginginthecloud_v_mworld_2010_ms
 
Rabbit mq messaginginthecloud_v_mworld_2010_ms
Rabbit mq messaginginthecloud_v_mworld_2010_msRabbit mq messaginginthecloud_v_mworld_2010_ms
Rabbit mq messaginginthecloud_v_mworld_2010_ms
 
Creating Cloud Communities
Creating Cloud CommunitiesCreating Cloud Communities
Creating Cloud Communities
 
Business model Creativity
Business model CreativityBusiness model Creativity
Business model Creativity
 
Exploitation of results of the Web2LLP project
Exploitation of results of the Web2LLP projectExploitation of results of the Web2LLP project
Exploitation of results of the Web2LLP project
 
Sfdc user group presentation july 2012
Sfdc user group presentation   july 2012Sfdc user group presentation   july 2012
Sfdc user group presentation july 2012
 

More from Esteban Kolsky

CX for Executives
CX for ExecutivesCX for Executives
CX for Executives
Esteban Kolsky
 
El futuro de marketing an america latina (16 9)
El futuro de marketing an america latina (16 9)El futuro de marketing an america latina (16 9)
El futuro de marketing an america latina (16 9)
Esteban Kolsky
 
What's the next evolution of customer service - #DF2014 Deck
What's the next evolution of customer service - #DF2014 DeckWhat's the next evolution of customer service - #DF2014 Deck
What's the next evolution of customer service - #DF2014 Deck
Esteban Kolsky
 
El Conocimiento / Contenido Social - Spanish Language Presentation to EBE Dom...
El Conocimiento / Contenido Social - Spanish Language Presentation to EBE Dom...El Conocimiento / Contenido Social - Spanish Language Presentation to EBE Dom...
El Conocimiento / Contenido Social - Spanish Language Presentation to EBE Dom...
Esteban Kolsky
 
Defining the true cloud (SugarCRM Webinar from 2012)
Defining the true cloud (SugarCRM Webinar from 2012)Defining the true cloud (SugarCRM Webinar from 2012)
Defining the true cloud (SugarCRM Webinar from 2012)
Esteban Kolsky
 
Social Business is a Snap!
Social Business is a Snap!Social Business is a Snap!
Social Business is a Snap!
Esteban Kolsky
 
Chusma contact center in 2013+
Chusma   contact center in 2013+Chusma   contact center in 2013+
Chusma contact center in 2013+
Esteban Kolsky
 
how to drive and reward valuable employee behaviors
how to drive and reward valuable employee behaviorshow to drive and reward valuable employee behaviors
how to drive and reward valuable employee behaviors
Esteban Kolsky
 
Next principles webinar 08-20112
Next principles webinar   08-20112Next principles webinar   08-20112
Next principles webinar 08-20112
Esteban Kolsky
 
Customer service using social - CRM Evolution 2012
Customer service  using social - CRM Evolution 2012Customer service  using social - CRM Evolution 2012
Customer service using social - CRM Evolution 2012
Esteban Kolsky
 
Social, connected, and collaborative
Social, connected, and collaborativeSocial, connected, and collaborative
Social, connected, and collaborative
Esteban Kolsky
 
Sketching Social CRM
Sketching Social CRMSketching Social CRM
Sketching Social CRM
Esteban Kolsky
 
Embracing customer service 4.0
Embracing customer service 4.0Embracing customer service 4.0
Embracing customer service 4.0
Esteban Kolsky
 
UNR Presentation 07-2010 - Are You Ready to be Social?
UNR Presentation 07-2010 - Are You Ready to be Social?UNR Presentation 07-2010 - Are You Ready to be Social?
UNR Presentation 07-2010 - Are You Ready to be Social?
Esteban Kolsky
 
Social media 102 battle plan
Social media 102 battle planSocial media 102 battle plan
Social media 102 battle plan
Esteban Kolsky
 
Para fest 2010 changing the experience
Para fest 2010   changing the experiencePara fest 2010   changing the experience
Para fest 2010 changing the experience
Esteban Kolsky
 
Sugar Con 2010 Presentation on Becoming a Social Enterprise
Sugar Con 2010 Presentation on Becoming a Social EnterpriseSugar Con 2010 Presentation on Becoming a Social Enterprise
Sugar Con 2010 Presentation on Becoming a Social Enterprise
Esteban Kolsky
 

More from Esteban Kolsky (17)

CX for Executives
CX for ExecutivesCX for Executives
CX for Executives
 
El futuro de marketing an america latina (16 9)
El futuro de marketing an america latina (16 9)El futuro de marketing an america latina (16 9)
El futuro de marketing an america latina (16 9)
 
What's the next evolution of customer service - #DF2014 Deck
What's the next evolution of customer service - #DF2014 DeckWhat's the next evolution of customer service - #DF2014 Deck
What's the next evolution of customer service - #DF2014 Deck
 
El Conocimiento / Contenido Social - Spanish Language Presentation to EBE Dom...
El Conocimiento / Contenido Social - Spanish Language Presentation to EBE Dom...El Conocimiento / Contenido Social - Spanish Language Presentation to EBE Dom...
El Conocimiento / Contenido Social - Spanish Language Presentation to EBE Dom...
 
Defining the true cloud (SugarCRM Webinar from 2012)
Defining the true cloud (SugarCRM Webinar from 2012)Defining the true cloud (SugarCRM Webinar from 2012)
Defining the true cloud (SugarCRM Webinar from 2012)
 
Social Business is a Snap!
Social Business is a Snap!Social Business is a Snap!
Social Business is a Snap!
 
Chusma contact center in 2013+
Chusma   contact center in 2013+Chusma   contact center in 2013+
Chusma contact center in 2013+
 
how to drive and reward valuable employee behaviors
how to drive and reward valuable employee behaviorshow to drive and reward valuable employee behaviors
how to drive and reward valuable employee behaviors
 
Next principles webinar 08-20112
Next principles webinar   08-20112Next principles webinar   08-20112
Next principles webinar 08-20112
 
Customer service using social - CRM Evolution 2012
Customer service  using social - CRM Evolution 2012Customer service  using social - CRM Evolution 2012
Customer service using social - CRM Evolution 2012
 
Social, connected, and collaborative
Social, connected, and collaborativeSocial, connected, and collaborative
Social, connected, and collaborative
 
Sketching Social CRM
Sketching Social CRMSketching Social CRM
Sketching Social CRM
 
Embracing customer service 4.0
Embracing customer service 4.0Embracing customer service 4.0
Embracing customer service 4.0
 
UNR Presentation 07-2010 - Are You Ready to be Social?
UNR Presentation 07-2010 - Are You Ready to be Social?UNR Presentation 07-2010 - Are You Ready to be Social?
UNR Presentation 07-2010 - Are You Ready to be Social?
 
Social media 102 battle plan
Social media 102 battle planSocial media 102 battle plan
Social media 102 battle plan
 
Para fest 2010 changing the experience
Para fest 2010   changing the experiencePara fest 2010   changing the experience
Para fest 2010 changing the experience
 
Sugar Con 2010 Presentation on Becoming a Social Enterprise
Sugar Con 2010 Presentation on Becoming a Social EnterpriseSugar Con 2010 Presentation on Becoming a Social Enterprise
Sugar Con 2010 Presentation on Becoming a Social Enterprise
 

Recently uploaded

Innovation Hub_ Spotlight on Toms River's Role as a Beacon for Entrepreneuria...
Innovation Hub_ Spotlight on Toms River's Role as a Beacon for Entrepreneuria...Innovation Hub_ Spotlight on Toms River's Role as a Beacon for Entrepreneuria...
Innovation Hub_ Spotlight on Toms River's Role as a Beacon for Entrepreneuria...
Philip M Caputo
 
New Girls Call Mumbai 9910780858 Provide Best And Top Girl Service And No1 in...
New Girls Call Mumbai 9910780858 Provide Best And Top Girl Service And No1 in...New Girls Call Mumbai 9910780858 Provide Best And Top Girl Service And No1 in...
New Girls Call Mumbai 9910780858 Provide Best And Top Girl Service And No1 in...
44annissa
 
Path to the next normal collection McKinsey
Path to the next normal collection McKinseyPath to the next normal collection McKinsey
Path to the next normal collection McKinsey
MajIman2
 
Luxury Lifestyle Summit 2024 - Sponsorship
Luxury Lifestyle Summit 2024 - SponsorshipLuxury Lifestyle Summit 2024 - Sponsorship
Luxury Lifestyle Summit 2024 - Sponsorship
uitdiedosfinance
 
Test Bank For Principles Of Cost Accounting, 17th Edition Edward J. Vander...
Test Bank For Principles Of Cost Accounting, 	  17th Edition Edward J. Vander...Test Bank For Principles Of Cost Accounting, 	  17th Edition Edward J. Vander...
Test Bank For Principles Of Cost Accounting, 17th Edition Edward J. Vander...
kevinkariuki227
 
Girls Call Kharghar 9910780858 Provide Best And Top Girl Service And No1 in City
Girls Call Kharghar 9910780858 Provide Best And Top Girl Service And No1 in CityGirls Call Kharghar 9910780858 Provide Best And Top Girl Service And No1 in City
Girls Call Kharghar 9910780858 Provide Best And Top Girl Service And No1 in City
maigasapphire
 
California Carpet Stewardship Program Q1 2024
California Carpet Stewardship Program Q1 2024California Carpet Stewardship Program Q1 2024
California Carpet Stewardship Program Q1 2024
Carpet America Recovery Effort
 
A Complete Guide of Dubai Freelance Visa and Permit in 2024
A Complete Guide of Dubai Freelance Visa and Permit in 2024A Complete Guide of Dubai Freelance Visa and Permit in 2024
A Complete Guide of Dubai Freelance Visa and Permit in 2024
Dubiz
 
20240716_ TJ Communications Credentials.pdf
20240716_ TJ Communications Credentials.pdf20240716_ TJ Communications Credentials.pdf
20240716_ TJ Communications Credentials.pdf
tjcomstrang
 
Chief Compliance Officer Leadership Vision 2024 Report
Chief Compliance Officer Leadership Vision 2024 ReportChief Compliance Officer Leadership Vision 2024 Report
Chief Compliance Officer Leadership Vision 2024 Report
Compliance Vision
 
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptxThe-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
Jindal Global University, Sonipat Haryana 131001
 
Why is Structural Engineering Critical in Disaster Preparedness and Resilienc...
Why is Structural Engineering Critical in Disaster Preparedness and Resilienc...Why is Structural Engineering Critical in Disaster Preparedness and Resilienc...
Why is Structural Engineering Critical in Disaster Preparedness and Resilienc...
grouphirani24
 
Cracking the Customer Experience Code.pptx
Cracking the Customer Experience Code.pptxCracking the Customer Experience Code.pptx
Cracking the Customer Experience Code.pptx
Workforce Group
 
YouTube Automation Step-by-step Guide.pdf
YouTube Automation Step-by-step Guide.pdfYouTube Automation Step-by-step Guide.pdf
YouTube Automation Step-by-step Guide.pdf
grizzyhuncho
 
Benefits of Hiring Gen X Compared to Gen Z and Millennials.pptx
Benefits of Hiring Gen X Compared to Gen Z and Millennials.pptxBenefits of Hiring Gen X Compared to Gen Z and Millennials.pptx
Benefits of Hiring Gen X Compared to Gen Z and Millennials.pptx
Brian Frerichs
 
United Kingdom's Real Estate Mogul: Newman George Leech's Impact on the Swiss...
United Kingdom's Real Estate Mogul: Newman George Leech's Impact on the Swiss...United Kingdom's Real Estate Mogul: Newman George Leech's Impact on the Swiss...
United Kingdom's Real Estate Mogul: Newman George Leech's Impact on the Swiss...
Newman George Leech
 
upGrad_Case_Study_by_Himanshu_Singh.pptx
upGrad_Case_Study_by_Himanshu_Singh.pptxupGrad_Case_Study_by_Himanshu_Singh.pptx
upGrad_Case_Study_by_Himanshu_Singh.pptx
himanshubclubofgsv
 
What's your strategy? Getting tactical about being strategic.
What's your strategy? Getting tactical about being strategic.What's your strategy? Getting tactical about being strategic.
What's your strategy? Getting tactical about being strategic.
Doug Hall
 
ابي شي %10 مضمون ينزل الجنين واتس 00966583759617
ابي شي %10 مضمون ينزل الجنين واتس 00966583759617ابي شي %10 مضمون ينزل الجنين واتس 00966583759617
ابي شي %10 مضمون ينزل الجنين واتس 00966583759617
حبوب الاجهاض سايتوتك للبيع في الامارات cytotec واتس 00966583759617
 
AI at Work​ The demystification of AI and real-world stories on how to apply ...
AI at Work​ The demystification of AI and real-world stories on how to apply ...AI at Work​ The demystification of AI and real-world stories on how to apply ...
AI at Work​ The demystification of AI and real-world stories on how to apply ...
Auxis Consulting & Outsourcing
 

Recently uploaded (20)

Innovation Hub_ Spotlight on Toms River's Role as a Beacon for Entrepreneuria...
Innovation Hub_ Spotlight on Toms River's Role as a Beacon for Entrepreneuria...Innovation Hub_ Spotlight on Toms River's Role as a Beacon for Entrepreneuria...
Innovation Hub_ Spotlight on Toms River's Role as a Beacon for Entrepreneuria...
 
New Girls Call Mumbai 9910780858 Provide Best And Top Girl Service And No1 in...
New Girls Call Mumbai 9910780858 Provide Best And Top Girl Service And No1 in...New Girls Call Mumbai 9910780858 Provide Best And Top Girl Service And No1 in...
New Girls Call Mumbai 9910780858 Provide Best And Top Girl Service And No1 in...
 
Path to the next normal collection McKinsey
Path to the next normal collection McKinseyPath to the next normal collection McKinsey
Path to the next normal collection McKinsey
 
Luxury Lifestyle Summit 2024 - Sponsorship
Luxury Lifestyle Summit 2024 - SponsorshipLuxury Lifestyle Summit 2024 - Sponsorship
Luxury Lifestyle Summit 2024 - Sponsorship
 
Test Bank For Principles Of Cost Accounting, 17th Edition Edward J. Vander...
Test Bank For Principles Of Cost Accounting, 	  17th Edition Edward J. Vander...Test Bank For Principles Of Cost Accounting, 	  17th Edition Edward J. Vander...
Test Bank For Principles Of Cost Accounting, 17th Edition Edward J. Vander...
 
Girls Call Kharghar 9910780858 Provide Best And Top Girl Service And No1 in City
Girls Call Kharghar 9910780858 Provide Best And Top Girl Service And No1 in CityGirls Call Kharghar 9910780858 Provide Best And Top Girl Service And No1 in City
Girls Call Kharghar 9910780858 Provide Best And Top Girl Service And No1 in City
 
California Carpet Stewardship Program Q1 2024
California Carpet Stewardship Program Q1 2024California Carpet Stewardship Program Q1 2024
California Carpet Stewardship Program Q1 2024
 
A Complete Guide of Dubai Freelance Visa and Permit in 2024
A Complete Guide of Dubai Freelance Visa and Permit in 2024A Complete Guide of Dubai Freelance Visa and Permit in 2024
A Complete Guide of Dubai Freelance Visa and Permit in 2024
 
20240716_ TJ Communications Credentials.pdf
20240716_ TJ Communications Credentials.pdf20240716_ TJ Communications Credentials.pdf
20240716_ TJ Communications Credentials.pdf
 
Chief Compliance Officer Leadership Vision 2024 Report
Chief Compliance Officer Leadership Vision 2024 ReportChief Compliance Officer Leadership Vision 2024 Report
Chief Compliance Officer Leadership Vision 2024 Report
 
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptxThe-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
 
Why is Structural Engineering Critical in Disaster Preparedness and Resilienc...
Why is Structural Engineering Critical in Disaster Preparedness and Resilienc...Why is Structural Engineering Critical in Disaster Preparedness and Resilienc...
Why is Structural Engineering Critical in Disaster Preparedness and Resilienc...
 
Cracking the Customer Experience Code.pptx
Cracking the Customer Experience Code.pptxCracking the Customer Experience Code.pptx
Cracking the Customer Experience Code.pptx
 
YouTube Automation Step-by-step Guide.pdf
YouTube Automation Step-by-step Guide.pdfYouTube Automation Step-by-step Guide.pdf
YouTube Automation Step-by-step Guide.pdf
 
Benefits of Hiring Gen X Compared to Gen Z and Millennials.pptx
Benefits of Hiring Gen X Compared to Gen Z and Millennials.pptxBenefits of Hiring Gen X Compared to Gen Z and Millennials.pptx
Benefits of Hiring Gen X Compared to Gen Z and Millennials.pptx
 
United Kingdom's Real Estate Mogul: Newman George Leech's Impact on the Swiss...
United Kingdom's Real Estate Mogul: Newman George Leech's Impact on the Swiss...United Kingdom's Real Estate Mogul: Newman George Leech's Impact on the Swiss...
United Kingdom's Real Estate Mogul: Newman George Leech's Impact on the Swiss...
 
upGrad_Case_Study_by_Himanshu_Singh.pptx
upGrad_Case_Study_by_Himanshu_Singh.pptxupGrad_Case_Study_by_Himanshu_Singh.pptx
upGrad_Case_Study_by_Himanshu_Singh.pptx
 
What's your strategy? Getting tactical about being strategic.
What's your strategy? Getting tactical about being strategic.What's your strategy? Getting tactical about being strategic.
What's your strategy? Getting tactical about being strategic.
 
ابي شي %10 مضمون ينزل الجنين واتس 00966583759617
ابي شي %10 مضمون ينزل الجنين واتس 00966583759617ابي شي %10 مضمون ينزل الجنين واتس 00966583759617
ابي شي %10 مضمون ينزل الجنين واتس 00966583759617
 
AI at Work​ The demystification of AI and real-world stories on how to apply ...
AI at Work​ The demystification of AI and real-world stories on how to apply ...AI at Work​ The demystification of AI and real-world stories on how to apply ...
AI at Work​ The demystification of AI and real-world stories on how to apply ...
 

Towards KM Nirvana (Moxie Software Webinar)

  • 1. six steps to km nirvana esteban kolsky thinkjar
  • 2. partners product services corporate suppliers what you think your km system looks like
  • 3. what your users think you have for km
  • 4. takes too long i can never didn’t know remember we had one where it is can never find what i need hard to use does not work can never like i do find anything what your users feel about the km system…
  • 5. …what your users do for km
  • 6. knowledge document “island” partner base repository data knowledge ontology taxonomy business rules content rules internal users communities crm inventory shipping ecommerce financing a quick look at km nirvana
  • 7. no, not this federation…
  • 8. k – knowledge repository k m – km system m k partner k k k k m k m partner k supplier k m k k k 1. federate knowledge adapted from original - source: finntrack
  • 9. silo semi-integrated integrated single channel multi-channel cross-channel E E R K D D D D D D K K K K K K W D W P R R R R R R K UC P M S W E C P M M R C C S D S 1980 1995 2010 S – SMS, W – Web, E – Email, C – Chat, P – Phone, M- Social Media, D – Data, K- Knowledge 2. build cross-channel support
  • 10. outside of the inside of the business business customer …but cannot has an idea… implement the idea customer …company creates creates knowledge… same knowledge customer …company has knows fix for problem to be problem… fixed 3. remove barriers to innovation and contribution
  • 11. 4. find and use subject matter experts, communities
  • 12. understand the customer job-to-be- E2.0 done  collect insights  collaborate to co-create with the customer; Social CRM meet desired outcomes  understand and provide the customer experience they expect the collaborative enterprise  enhance transparency 5. build a dynamic infrastructure
  • 13. client products operations knowledge customer sales billing kms erp service customer interaction hub clients partners employees a centralized, multi-purpose, dynamic system
  • 14. 6. repeat when successful, retry when not
  • 16. Starting a new Knowledge Management initiative 5% Evaluating the changes we will need to make to our Knowledge Management Initiative 37% Implementing Changes to 29% our Knowledge Management Initiative Using the implementation of Knowledge Management we have as is, works just right 29% through 2011, which of the following best describes your knowledge management initiative?
  • 17. implementing considering other community recognition and rewards knowledge in the cloud community managed knowledge transparent km processes ratings, rankings, voting, reputation new Sources of knowledge community generated knowledge 0 10 20 30 40 50 60 70 which of the following are you considering / implementing for knowledge management in 2011?
  • 18. Yes, less than 5% 3.60% Yes, between 5% and 10.70% 10% Yes, between 10% and 20% 10.70% Yes, more than 20% 1.80% No, and it probably 7.10% wont No, and it probably 66.10% will go down has your budget for KM in 2011 (software and services) increased? by how much?
  • 19. marketing 1.70% 5.20% sales 15.50% customer service 25.90% committee or group from the 15.50% above functions management team member not from the above functions 5.20% committee, group, or manager not from those functions we don’t have an owner, it 31.00% deployed a kms, we use it as needed who owns the knowledge management initiative in your company?
  • 20. Yes, but only for the strategy 5.21% Yes, but only for deployment 10.31% 3.40% Yes, but only for Support Yes, for two or more of the above No 15.52% 65.57% have you used a consultant to help with your knowledge management initiative?
  • 21. Entirely by agents in our contact center, customers cannot access it 28.60% Entirely by customers 33.90% 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 32.10% 5.40% agents via different interfaces how is your knowledge management initiative being used today?
  • 22. Yes, but only specific people can access it and 1.70% create knowledge 6.91% Yes, anyone within the company can access and 8.61% create knowledge Yes, anyone with authorization, internal or external to the company, 17.22% can access it and create knowledge We let anyone create 65.57% 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?