Aprill Allen

To give just one example, British Petroleum’s KM created $260 million of added value because it built an environment where employees could share information efficiently. With the digital era already rapidly disrupting industries, what could a knowledge management system mean for your company?

1. Increased productivity or reduced salary expenditure

“If Hewlett Packard knew what Hewlett Packard…

What is sales enablement?

With the evolution of SaaS, customer success has risen to prominence, but there’s another function that’s become increasingly important inside growth companies- sales enablement. Sales teams succeed when they have access to timely information about competition, product roadmap, pricing changes, buyer personas, updates to demo scripts, sales and CRM data…

Ancient roman pillars

Most organisations don’t have any kind of knowledge management strategy. They will have storage and collaboration platforms, and often there’s a learning and development plan, but that’s about it. Knowledge management is much broader than even having a knowledge base that’s up to date and serving the needs of employees…

When most people think of customer support, they imagine the help desk scenario in its most reactive sense-customer service people answering tickets from a queue. Support operations is broader than that, though. When you approach your help desk with the bigger picture in mind, you’ll be able to serve far…

Good knowledge sharing habit are key to a kickass knowledge base

Good knowledge sharing habits

A great customer experience involves meeting customers wherever they are in their journey. That means providing helpful information that’s relevant to them and useful. Self-service is an increasingly important channel for improving customer experience, with 70% of customers demanding that self-service be integrated into company websites. …

Launch your Zendesk Guide

An unused knowledge base is money left behind

It’s surprisingly common for small teams to be using a customer service platform and have no idea that there’s a knowledge base attached. I see this with Intercom and Zendesk customers, in particular. Business owners and team leads get into the habit of being the go-to person, that they don’t…

Jacinda Ardern photo credit NZ Herald

Your KCS program manager should be Jacinda Ardern

Like many people around the world, I’ve been following the leadership of New Zealand through the COVID crisis. Jacinda Ardern’s style is direct and firm, but empathetic to the range of responses that can be expected from the public. The way their Prime Minister is leading New Zealanders, right now…

Regardless of your industry, a knowledge base can completely revolutionise the way your customers and employees feel about using your product or service. Chances are, you already have a knowledge base. But if you’re getting less than desirable feedback from your employees and customers about using it, you may be…

Aprill Allen

Knowledge management is your platform for growth | KCS adoption, training & certification | Early-stage investor & advisor | http://knowledgebird.com

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