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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:
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.
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
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