Collective Wisdom

A guide to managing knowledge in support organizations, written for managers, executives, and professionals involved in knowledge management initiatives.

Collective Wisdom by Francoise Tourniaire
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.

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
Contents
  • 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
Outcomes
  • Find out how knowledge management can boost customer satisfaction and internal productivity.
  • Choose the right model(s) for knowledge management.
  • Discover Knowledge-Centered Service (KCS), the emerging gold standard for knowledge management.
  • Embrace best practices for support self-service, just-in-time knowledge transfer, and knowledge base quality.
  • Evaluate the benefits of your knowledge management initiatives.
  • Learn from real-world case studies.

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