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Knowledge management used to just be a concern for support services. Today, the focus is shifting away from static knowledgebases, toward real time collaboration, expertise management, and intelligent search tools to find content in any repository across the enterprise. While standards such as Knowledge Centered Support (KCS) are quickly evolving to support enterprise knowledge capture and sharing, companies must recognize that enabling employees across all lines of service and customer success, as well as development, sales and marketing, will vastly improve the customer experience.
Additionally, sharing knowledge outside of department silos can impact Professional Services project margins, renewal rates, and even expand selling initiatives. In this session, hear a panel of knowledge management experts discuss how to shift the culture of a company away from "knowledge hoarding" to one of knowledge sharing, including what changes are required to people, process and technology to facilitate true enterprise collaboration.
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
The Technology Services Industry Association (TSIA) is dedicated to helping services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.