The early results from my annual member technology survey are in, and while it appears that overall spending is definitely down this year, companies continue to make investments in technology with proven ROI. One of those bright spots is knowledge management (agent facing and customer facing knowledgebases, search technology), with strong 2009 spending planned. My inquiries regarding KM are up as well, with many large companies investing heavily in 2009 to overhaul KM technology and process in hopes of improving service, increasing productivity, and driving up self-service adoption and success. And as I explain in my soon to be published article about KM as the starting point for service convergence, I’m also hearing from members that there is renewed emphasis on capturing intellectual property from employees in case the economy forces downsizing.
I responded to an inquiry yesterday from a member who asked: What are the major pitfalls that contribute to most KM failures? Here are my top 5 reasons, and I would love to hear from all of my KM-savy readers what else belongs on the list: (more…)