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 … Continue reading Strategy for a Global Support Experience: Team Meeting Summary
Tag: customer success
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 … 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 … Continue reading Cloud vs On-Premise Products: Support Implications
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 … 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: … Continue reading New Case Study: Improving Customer Success with Self-Service at HP
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 … Continue reading Communities, Social Networks, and KCS: Team Meeting Summary
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 … Continue reading New Case Study: Salesforce.com Employee Success
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 … Continue reading Predictive Customer Engagement: Team Meeting 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 … Continue reading 2014 Member Summit: Video Summary
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 … Continue reading New Case Study: MathWorks Delivers Support Knowledge to the Customer Community