Conference Presentation

Using KCS and Discovery Based Consumption Analytics to Generate Proactive Support Deliverables and Guaranteed Customer Outcomes

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Beyond the big data repositories, there is an untapped well of opportunity for revenue growth, improved customer loyalty and unaddressed market needs hidden in the annals of existing knowledge systems. By leveraging documented best practices and KCS methodologies used in conjunction with customer consumption data, it is possible to baseline norms and offer repeatable outcomes. This transformative case study will demonstrate ways to go beyond simple article attach rates to generating customer insights that can be translated directly in to value added service offerings.

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

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