“Knowledge: Your Most Valuable Service Asset” Webcast on Thursday
My annual services technology survey is now closed, and I will be spending the next couple of weeks slicing and dicing data, making comparisons to last year, and starting the writing process to deliver nearly 20 reports on adoption and spending trends in time for our Technology Services World Conference in Santa Clara in May. At the event I will be revealing the findings in my Power Hour session, “The 2012 TSIA Technology Heatmap: Service Technology Spending and Adoption Trends,” on Monday, May 7th.
One of the first data points I have found is that spending is up across the board, but spending on knowledge management (companies with approved budget for new or additional KM tools in 2012-2013) is WAY up. The unaudited numbers show about 74% of technical support and call centers are gearing up for a KM purchase, compared with 50% last year–which was an all time high then! In a year when companies are being asked to tighten their belts and improve operational metrics, why is spending on KM so high?
Tune in Thursday, March 8th at 8am PT for a live webcast and find out! In the webcast, Knowledge: Your Most Valuable Service Asset, sponsored by RightAnswers, I will give a sneak peak at these spending numbers, and talk about the many impacts of knowledge management on operational metrics. I’ll even show some brand new slices of benchmark data to illustrate how an effective knowledge program has a direct correlation to customer satisfaction AND customer loyalty. You can’t argue with good data.
Additionally, having just completed judging the TSIA STAR Award applications for Knowledge Management and Online Support, I will also give a look at KM trends from best-in-class operations, including the importance of process, cross-enterprise KM initiatives, sophisticated approaches to knowledge maintenance, and some pretty impressive business impacts.
Please follow the link and signup for the webcast. Even if you are unavailable to attend live, by registering we will send you a link to download all the slides, as well as to view an OnDemand version of the webcast at your leisure.
Thanks for reading, and hope to see you Thursday for Knowledge: Your Most Valuable Service Asset!