Slides from the Webinar with Moxie Software on improving the KM setup at the company, building a Nirvana of KM for the organization.

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?

23. questions?