The Time Has Come for Professional Services Knowledge Management: What I Heard at TSW

Posted by John Ragsdale on 11/14/17 5:00 AM

Over the three days of TSIA’s Technology Services World conference in Las Vegas, I had about 20 formal 1:1 meetings with members, and many short conversations in hallways, after presentations, and in the EXPO. A couple of themes emerged, both a bit of a surprise, and I wanted to share what I heard at TSW in this blog post recapping some of the common themes.

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Topics: knowledge management, professional services, knowledge sharing, Technology Services World Conference

TSW Day 1 Recap: The Art and Science of the Customer Journey

Posted by John Ragsdale on 10/23/17 5:30 PM

Great to be back at the beautiful ARIA in Los Vegas for Technology Services World, which is my 24th TSIA conference! Today was the opening day, and I was up early for our Partner Advisory Board meeting, which included a facilitated session by our new Consulting Alliance Partner, Method Garage, on the business of customer journey mapping. I’m very excited about this conference theme, The Art and Science of the Customer Journey, which is so relevant to our industry and really resonating with our members, across disciplines.

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Topics: knowledge management, knowledgebase, learning management system, online support, knowledge sharing, self-service support, Technology Services World Conference, intelligent customer support

Why Knowledge Management Is Important

Posted by John Chmaj on 12/7/16 5:00 AM

I recently read a blog from TSIA's John Ragsdale on the state of knowledge management (KM) and what is shaping it today—how are organizations using it, what corporate cultures are they operating in, and who is still trying to fully understand the significant value knowledge management brings?

While there are many factors that can shape the view of knowledge management within an organization, those who have come to truly understand its value are reaping the rewards. 

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Topics: support, knowledge management, customer support, knowledgebase, online support, knowledge sharing, customer effort

Top Reasons Knowledge Management Programs Fail

Posted by John Ragsdale on 11/7/14 6:30 AM

While most companies understand the enormous potential of knowledge management, there are a lot of obstacles that can thwart their success. Based on the results of my 2nd Annual Knowledge Management Survey, I was able to identify some common issues that could determine the success or failure of a knowledge management system, how to fix them, and how to prevent them from happening in the future.

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Topics: knowledge management, knowledge sharing

3 Reasons Why Your Current Knowledge Sharing Process Isn’t Working

Posted by Phil Verghis on 10/16/14 6:30 AM

According to McKinsey, 20% of your workweek is spent looking for internal information or trying to get a hold of someone who has it. (Tweet this!) An employee-facing or customer-facing knowledgebase seems like the most logical solution to this problem, however the way we currently implement them clearly isn’t working. 

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Topics: knowledge management, knowledge sharing, TSIA Partners

Escalation vs. Collaboration Support Models: Which is Right For You?

Posted by Judith Platz on 10/13/14 6:30 AM

The technology industry is changing all around us, especially when it comes to customer expectations. Instead of purchasing new technology, customers are purchasing solutions with the added requirement that support organizations be responsible for facilitating their success. Companies that recognize these changes and embrace them in their day-to-day operations are going to be the ones that survive and thrive in this new environment, but how can this be achieved?

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Topics: support, customer success, customer experience, customer support, knowledge sharing

Three Steps to Finding Knowledge Sharing-Ready Team Members

Posted by Adam Krob on 8/7/14 7:00 AM

Michael Stipe sang (in the song “King of Birds”) that “standing on the shoulders of giants leaves me cold.” Stipe was referring to Sir Isaac Newton’s statement that humans can best move knowledge forward together; building on the knowledge of those who came before. Personally, I find standing on the shoulders of giants exciting and rewarding. I actively look for "shoulder standers." Their commitment to sharing and improving knowledge will make your team even more successful.

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Topics: knowledge management, organizational culture, knowledge sharing

Commentary from John Ragsdale, TSIA’s Technology & Social Research Expert on TSW 2013 Best Practices

Posted by Technology Services Industry Association on 5/20/13 9:00 AM

TSW Best Practices 2013 took place May 6-8, and was three days of idea sharing and networking on a level that was clearly a cut above. Best practices in technology services was the main focus, and attendees came away from the conference with a toolkit on how to apply the best practices they learned. 

The TSIA Research Team captured some great observations and key takeaways on the learning that took place at TSW. Over the next several days, we'll deliver their commentary to you here, in this blog mini-series from our TSIA thought leaders. Today, we have some key takeaways from John Ragsdale, TSIA vice president of technology and social research.

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Topics: knowledge management, knowledgebase, knowledge sharing, Technology Services World Conference


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