KM 'launch and leave' is indeed disturbing, but luckily it's nothing that can't be reversed with long-term dedicated resources, continuous support from employees championing KM, and a campaign among employees and customers for its widespread adoption.
Indianapolis, IN (PRWEB) June 30, 2011
Consona Corporation, a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes, announced today the availability of a report co-authored with the Technology Service Industry Association (TSIA) entitled "Ongoing Maintenance Required for Effective Knowledge Management." Part of TSIA’s Executive Insight series, the report sheds light on the reasons for knowledge management (KM) "launch and leave" and offers recommendations on maintaining the health of KM implementations.
According to the paper, KM projects yield amazing results at the outset, thanks in large part to employee enthusiasm over new processes, user participation in content creation and capture and customer access. But as KM is de-emphasized and resources are moved to other projects, very little new content is created and the existing content grows stale. The formerly dynamic knowledge base becomes an obstacle and customer satisfaction begins to suffer. This disturbing trend is echoed in TSIA's most recent annual Member Technology Survey, which indicated a drop in member satisfaction ratings for KM tools.
Written by John Ragsdale, vice president of technology research, TSIA, and Keith Holt, senior solutions engineer, Consona, the paper explores the benefits of application integration; the importance of maintenance contracts; and the role reporting and analytics play in the ongoing success of their KM implementation.
"KM 'launch and leave' is indeed disturbing, but luckily it's nothing that can't be reversed with long-term dedicated resources, continuous support from employees championing KM, and a campaign among employees and customers for its widespread adoption," said Tim Hines, vice president of product management, Consona. "Once customer support organizations have addressed these points, their KM initiative will be recharged, and they will begin to see ROI on their KM technology investment once again."
"Ongoing Maintenance Required for Effective Knowledge Management" is now available for download at http://crm.consona.com/CRM/LearnMore/TSIAMaintenance/ .
The Technology Services Industry Association (TSIA) is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities, and high-profile certification and awards programs. We keep their business leaders informed and connected through a full range of programs and services that tackle real-world service business challenges, providing real-world solutions. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT and telecom, consumer technologies, healthcare and healthcare IT, and industrial automation. TSIA brings the technology services industry together. Visit http://www.tsia.com for more information.
About Consona Corporation
Consona Corporation is a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes. Consona is dedicated to becoming a valued business partner by helping each and every customer continuously improve business processes over time. Toward this mission, Consona invests in the people, processes, technology and tools needed to provide its customers with a unique combination of customer care; product fit; a broad range of consulting, IT and business services; and industry expertise. Consona serves more than 4,500 customers worldwide and across a variety of industries, including manufacturing, distribution, financial services, health care, high tech, and local government. Battery Ventures Thoma Bravo and NEA jointly own Consona. For further information, visit http://www.consona.com, e-mail infoATconsona.com, or call (888) 8 CONSONA.
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