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Produced: May 19, 2011
John Ragsdale, VP of Technology Research, TSIA
Keith Holt, Sr. Solutions Engineer, Consona
Last year we presented four ways to mend a broken relationship with your knowledge assets, including strategies for putting knowledge at the center of your service and support initiatives ... but TSIA members are reporting that after initial successes many KM projects are quickly de-emphasized and, a year later, a once-popular knowledgebase stops delivering value. It’s not hard to imagine that such disregard can quickly diminish ROI, and outdated or missing data within neglected knowledge bases can impact long-term customer satisfaction and loyalty.
If you’re committed to superior customer service and support, don’t miss this TSIA webcast. We’ll offer sound advice on nurturing your knowledgebase in order to keep the magic alive in your relationship:
Listen not to this informative conversation with TSIA’s Vice President of Technology Research, John Ragsdale, and Consona’s Keith Holt. They’ll explore the causes and effects of this “launch and leave” syndrome so you can learn from the mistakes of others and avoid these same pitfalls.
We are here to help. Contact Stacy Randolph at firstname.lastname@example.org.