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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, knowledge management (KM) programs are maturing, with dedicated staffing and program management for KM rising, and more executives 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.
Distinguished Vice President, Technology Research, TSIA
Publish Date: October 21, 2019
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