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, 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
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.
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 … 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 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 … 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 delivery of technical support knowledge and customer community knowledge within their MathWorks community implementation. Let us know what you think! You can find more case … Continue reading New Case Study: MathWorks Delivers Support Knowledge to the Customer Community