Here is an interesting survey report from Intelliresponse on the status of KM in the customer experience sector.
Customer experience KM is a subset of KM, related to the provision of knowledge to customers through online knowledge bases and help desks, often supported by dedicated knowledge base software (Intelliresponse is such a software vendor). Good quality KM can provide a self-service customer knowledge base, or enable your customer-facing agents to respond to queries quickly and knowledgeably.
The survey has the following findings
- Nearly half the organisations surveyed did not have a KM program
- The main reason for this was that they could not justify the investment, or could not find resources to help.
For those which had a KM program -
- The primary use for KM in this sector is (unsurprisingly) customer service
- The majority of respondents said they still need to learn more and improve their KM
- Over 70% said the intended benefits have not been realised
- The most common metric for the KM programs is customer satisfaction
- The biggest challenge is getting people to use the system
- Investment in KM is generally growing
- One third of the respondents use dedicated KM software, 39% still use multiple systems to store their codified knowledge
The customer experience sector therefore seems to be having similar challenges to other sectors when it comes to implementing KM - developing the knowledge habit, embedding KM, and realising the benefits.