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Consortium for Service Innovation

Consortium for Service Innovation

A non-profit alliance of service and support organizations focused on innovation around customer engagement, productivity, and success.

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Meeting

Strategy for a Global Support Experience: Team Meeting Summary

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

March 28, 2016March 5, 2019customer experience, customer success, summaryLeave a comment
News

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 … Continue reading Should we lock down our knowledge base?

March 24, 2016March 5, 2019customer success, KCS1 Comment
News

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 … Continue reading Cloud vs On-Premise Products: Support Implications

March 11, 2016March 5, 2019customer experience, customer successLeave a comment
News

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 … Continue reading Co-Creation of Value and the Value Stack

May 27, 2015March 5, 2019customer successLeave a comment
Case Study

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

May 16, 2015March 5, 2019customer success, KCS1 Comment
Meeting

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 … Continue reading Communities, Social Networks, and KCS: Team Meeting Summary

January 23, 2015March 5, 2019customer success, KCS, social media, summaryLeave a comment
Case Study

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 … Continue reading New Case Study: Salesforce.com Employee Success

May 15, 2014March 5, 2019customer success, KCSLeave a comment
Meeting

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 … Continue reading Predictive Customer Engagement: Team Meeting Summary

May 7, 2014July 26, 2019customer experience, customer success, summary1 Comment
Meeting

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 … Continue reading 2014 Member Summit: Video Summary

March 27, 2014March 5, 2019customer experience, customer success, summaryLeave a comment
Case Study

New Case Study: MathWorks Delivers Support Knowledge to the Customer Community

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

March 17, 2014March 5, 2019customer success, KCS, social mediaLeave a comment

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Recently Published

  • Q2 2022 Recap: New Intelligent Swarming Resources and Tons of Experience Shared by KCS Aligned Vendors
  • Voice of Customer Driven Service & Product Improvements: A Geotab Case Study
  • Consortium Website Refresh
  • Intelligent Swarming: A Smarter Way to Organize People and Work
  • KCS in Action: Sustaining Content Health & Customer Success with Content Strategy
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