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

The State of Knowledge Management: 2015

Posted by John Ragsdale on 10/2/15 6:30 AM

TSIA's third annual knowledge management survey is complete, and the results clearly show how difficult it is for companies to get the people, process, and technology of knowledge management (KM) right. I am currently working on the findings, and will be publishing two research reports as well as presenting the findings in my Power Hour presentation at our upcoming TSW 2015 Service Transformations conference in Las Vegas this October. Here's a sneak preview of a few early findings.

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Topics: knowledge management, online communities, knowledgebase, online support

Building a Customer Portal: Where to Start

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

At our recent Technology Services World conference, I spent a day in one-on-one meetings with members, discussing their technology challenges and planned projects. One topic kept popping up again and again: creating a customer portal on the company website. With so many companies confused about where to begin, here are some best practices and lessons learned to consider. 

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Topics: knowledge management, knowledgebase, customer portal

Free Your Knowledge Base: Part 1

Posted by David Kay on 8/29/14 6:30 AM

Today, most B2B support knowledge bases are locked behind customer logins.  But “The Times They Are A-Changin’.” It’s time to rethink that decision. In this two-part blog series, I’m going to talk about the ways in which knowledge management is evolving and how your business can adapt.

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Topics: customer success, knowledge management, support services, customer support, knowledge-as-a-service, knowledgebase, TSIA Partners

Hot 2014 Trend: Knowledge as a Service

Posted by John Ragsdale on 1/29/14 3:30 PM

Based on discussions with hundreds of companies over a number of years regarding failing knowledge management programs, it appears that there are three common denominators linked to the majority of companies who claim not to be getting the expected value from their KM expenditures. Discover what these denominators are.

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Topics: knowledge management, customer support, knowledge-as-a-service, knowledgebase, self-service support

The Start-Up Chronicles: Launching a Start-Up with Success (Part 2)

Posted by Phil Verghis on 10/9/13 10:08 AM

“Lessons on launching a start-up, from a long-time TSIA member on important issues that support and services executives face on a daily basis.”

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Topics: support services, startup, services executives, knowledgebase, TSIA Partners

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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