Author: Kelly Murray

Value is an abstract concept specific to the needs of the individual perceiving it. Value realization has to do with meeting expectations based on capability (does it do what I…

The KCS Aligned designation identifies tools and service providers who have demonstrated their product or service enables a component of the KCS methodology. “KCS is gaining in popularity and credibility.…

A new case study is up on the KCS Resources page at the KCS Academy: Improving Customer Success with Self-Service at HP HP has validated the long time Consortium assertion:…

Three minute summary: Consortium members met at National Instruments in Austin to discuss the convergence of Communities, Social Networks, and KCS. Melissa George began by setting some context and covering…

Three minute video summary: Consortium members met recently in Phoenix to explore “Predictive Customer Engagement,” or “Necessary Knowledge:” a topic suggested at the Leadership Committee Meeting in December 2013.  How…

Two minute video summary: The 2014 Annual Member Summit took place March 17-19 at the Rancho Bernardo Inn in San Diego, California. Greg Oxton kicked off the meeting with an…

We’re thrilled to publish a new case study by MelissaLynne Burch and the team at MathWorks! Delivering Technical Support Knowledge to the Customer Community MathWorks’ goal was to offer integrated…

Consortium members met in Tampa in January to explore and iterate on the models that make up the Customer Success Initiative. Three minute video summary Our working definition of Service…

We’re thrilled to publish a new case study by MelissaLynne Burch and the team at Avaya! This follows up nicely on their case study from last year: When Everyone Can…

A few weeks ago we had a ConversationStorm call on “failing fast.” While it seems everyone is encouraged to find new and improved ways of doing things, quite often corporate…