KNOVA White Paper

Ten Principles for Knowledge Management Success

Knowledge Management (KM) can mean different things to an organization depending upon the nature of the initiative. KM, as we all know, is not a technology or a set of methodologies… it’s truly a practice or discipline that involves people, processes and technology. And, if implemented correctly with cultural buy-in from users and management, plus clearly defined goals, a KM initiative can improve the productivity and efficiency of an entire organization. Although KM is as an enterprise-wide goal, many companies find success if they kickoff an initiative in one department and extend the practices throughout other parts of the organization. This paper will outline those practices that help ensure a successful KM initiative within the IT help desk or customer contact center. Often KM practices relating to service and support can be defined as knowledge-powered problem resolution - using a knowledge base, knowledge sharing, collaboration and knowledge reuse to solve customer questions.

Tags: CRM, Customer Service, Customer Support, Knowledge Management, Change Management

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