Collective Wisdom: Transforming Support with Knowledge

I wanted to write you on my initial reaction to your book. It’s excellent! You have covered the practical topics of KM deployment and management in a very accessible manner. I went through an RFP process and learned a lot through solo research and dealing with many salespeople. Your book would have saved me many months of work.

Dave Moloney
Director of Customer Relations at Palm

Thanks, Dave! Collective Wisdom is a comprehensive, pragmatic guide to the proven knowledge management (KM) techniques that will help you to drive down the cost of service delivery while improving customer satisfaction. It provides real-world case studies to illustrate emerging best practices in the hot areas of self-service, just-in-time knowledge transfer, and knowledge base quality.

Collective Wisdom is for:

  • Support managers and executives who need practical guidance on planning, deploying, and evaluating knowledge management initiatives in their operations.
  • Support professionals who are involved in implementing or running knowledge management initiatives.
  • Executives who want to better understand how knowledge management can generate healthy savings for Support and how they can lead their companies in that direction.


  • Creating and publishing knowledge
  • Maintaining the knowledge base
  • Using the knowledge base for self-service
  • Staffing for knowledge management
  • Implementing a knowledge management initiative
  • Technology and tools for knowledge management
  • Metrics and measurement
  • The future of knowledge management

Select your choice, then press the Buy button.

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