Should we lock down our knowledge base?

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 strategy, and your brand promise.  Some members protect everything; customers don’t get access to…

Cloud vs On-Premise Products: Support Implications

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 of those questions change in two ways. First, support topics shift from supporting product functionality…

Exec Summit 2015 attendees, photo by Doc Searls

The Value Stack

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 when we can do more than we expected or accomplish what we expected to…

New KCS Aligned Tools and Services

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, it is increasingly important to ensure that those who provide KCS-related tools and services are…

Co-Creation of Value and the Value Stack

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 when we can do more than we expected or accomplish what we expected to with…

New Case Study: Improving Customer Success with Self-Service at HP

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.  

Communities, Social Networks, and KCS: Team Meeting Summary

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 Framework for Customer Experience. Jordan Groves at National Instruments gave us an overview of their…

New Case Study: Salesforce.com Employee Success

We’re thrilled to publish a new case study by MelissaLynne Burch and the team at salesforce.com! Salesforce.com Employee Success: An Integrated HR Community and KCS Program Launched in Record Time Salesforce.com had great success building an integrated HR community and knowledge environment for their employees. You can find more case studies and KCS resources here.

Predictive Customer Engagement: Team Meeting Summary

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 do we identify and deliver relevant information or knowledge to customers without them asking or searching for it?  We set out to build the first draft of a framework for customer engagement. We began by discussing the difference between unsolicited…

2014 Member Summit: Video Summary

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 overview of the current five initiatives of the Consortium: The Leadership Framework for Service Excellence, the Customer Success Initiative, Intelligent Swarming, Social Media and Support, and KCS. More information about each of these topics can be found under the Our…

Benefits of Membership

Resources

KCS Principles and Core Concepts. The foundation of the methodology.

KCS v6 Practices Guide
A comprehensive how-to guide.

KCS v6 Adoption Guide
A step-by-step approach for planning a KCS adoption.

Please visit The KCS Academy for more KCS resources including case studies.

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