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This is the fourth year TSIA Research has conducted a knowledge management best practices survey. Though the topic may be firmly rooted in support services, there is growing interest in knowledge management from most TSIA disciplines. Field services relies on knowledge management to boost productivity and first-visit fix rates. Education services drives online training tools and content, an increasingly important part of customer portal design. Professional services documents lessons learned during projects to assist consultants doing similar projects in the future.
VP Research, Technology and Social, TSIA
Publish Date: October 17, 2016
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Peg Rodarmel, SVP, Subscription Services, Infor
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