We use cookies to enhance site navigation, analyze site usage and show personalized advertising. See our Privacy Policy. California residents - see CCPA Privacy Policy Supplemental for opt-out options.

This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Research Report

The State of Knowledge Management: 2019

This year's survey results show knowledge management programs are maturing.

This is the 7th year TSIA has conducted a survey for knowledge management and self-service, and the appeal of knowledge management has definitely expanded beyond the original support audience, with 44% of responses coming from outside of technical support, including 15% from customer success and 13% from professional services.

According to the survey results outlined in this report: 

  • Knowledge management (KM) programs are maturing
  • Dedicated staffing and program management for KM is rising
  • More executives are including KM metrics in operational reviews
  • Search strategies also showed a big shift toward more sophisticated approaches over the last year
In addition, the survey this year collected data regarding impacts of support knowledge on expand selling strategies.

TSIA has long held the belief that having a strong knowledge-sharing culture is a critical driver for success, and the survey results illustrate this, with key maturity indicators dramatically higher for companies with a strong culture of knowledge sharing and collaboration.

Though technology companies are clearly making progress with knowledge program maturity and sophistication, opportunities remain. In particular, improved mobile access for employees and customers, and adoption of video content, is slower than anticipated.

Companies should be surveying employees to identify problem areas relating to knowledge-sharing culture, and continue to invest in the people, process, and technology of knowledge management, replicating successful programs across the enterprise.

Download a copy of the report for more knowledge management and self-services insights.

Authored By:

John Ragsdale

Distinguished Vice President, Technology Research, TSIA

Publish Date: October 21, 2019

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

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.