We are pleased to announce the launch of KCS v6! KCS v6 is the culmination of 24 years of collective thinking, investment, experimentation, and insight by the members of the Consortium for Service Innovation. Current documentation includes: KCS Principles and Core ConceptsKCS Practices Guide v6FAQ about KCS For the most current information about updates to … Continue reading Introducing KCS v6
The 2017 Member Summit will be held April 3-5 at the Intercontinental The Clement Monterey in Monterey, CA. Click here for registrations and logistics.
Consortium members met at Cisco outside Dallas for an exploratory meeting around building a global support strategy. We originally thought we were looking to create a consistent customer support experience across multiple channels. After some discussion, we realized the better question was: How do we build a strategy that offers a customer experience which reinforces … Continue reading Strategy for a Global Support Experience: Team Meeting Summary
What is standard industry practice? What are the pros and cons? Consortium members are all over the map on whether or not to put their knowledge base content out into the world for Google to index. Unfortunately, there is no easy answer or best practice! It really depends on your business model, your customer engagement … Continue reading Should we lock down our knowledge base?
As many Consortium members move their products to cloud-based offerings, the question comes up: what’s different about supporting cloud based products from supporting on-premise products? Let’s take a look at some common themes we've heard from members over the past year. While support still consists of answering questions and solving problems for customers, the nature … Continue reading Cloud vs On-Premise Products: Support Implications
This post is available as a pdf. 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 need it to?) and effort (how hard is it for me to do?). High value is realized when … Continue reading The Value Stack
The KCS Academy, a wholly owned subsidiary of the Consortium for Service Innovation, today announced additions to the KCS Aligned program. 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. As market demand grows, … Continue reading New KCS Aligned Tools and Services
This post is available as a pdf, here. 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 need it to?) and effort (how hard is it for me to do?). High value is realized … Continue reading Co-Creation of Value and the Value Stack
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: publish most of what you know, quickly, to your customers and it will dramatically improve customer success with self-service.
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 the work previously done by the Consortium, including the Three Tenets of Social and Support, the Social Support Journey Matrix, and Dr. Michael Wu’s Relativity … Continue reading Communities, Social Networks, and KCS: Team Meeting Summary