Knowledge Management for Customer Self-Service Third Edition PDF Download

Author: Gerardus Blokdyk
Publisher:
ISBN: 9780655111597
Category : Electronic books
Languages : en
Pages : 0

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Knowledge Management for Customer Self-Service Third Edition.

Author: Gerard Blokdyk
Publisher: Createspace Independent Publishing Platform
ISBN: 9781978028630
Category :
Languages : en
Pages : 126

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How do we Improve Knowledge Management for Customer Self-Service service perception, and satisfaction? Are we Assessing Knowledge Management for Customer Self-Service and Risk? Does the Knowledge Management for Customer Self-Service task fit the client's priorities? What tools and technologies are needed for a custom Knowledge Management for Customer Self-Service project? How can we improve Knowledge Management for Customer Self-Service? Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role... In EVERY company, organization and department. Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' For more than twenty years, The Art of Service's Self-Assessments empower people who can do just that - whether their title is marketer, entrepreneur, manager, salesperson, consultant, business process manager, executive assistant, IT Manager, CxO etc... - they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better. This book is for managers, advisors, consultants, specialists, professionals and anyone interested in Knowledge Management for Customer Self-Service assessment. All the tools you need to an in-depth Knowledge Management for Customer Self-Service Self-Assessment. Featuring new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Knowledge Management for Customer Self-Service improvements can be made. In using the questions you will be better able to: - diagnose Knowledge Management for Customer Self-Service projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Knowledge Management for Customer Self-Service and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Knowledge Management for Customer Self-Service Scorecard, you will develop a clear picture of which Knowledge Management for Customer Self-Service areas need attention. Included with your purchase of the book is the Knowledge Management for Customer Self-Service Self-Assessment downloadable resource, which contains all questions and Self-Assessment areas of this book in a ready to use Excel dashboard, including the self-assessment, graphic insights, and project planning automation - all with examples to get you started with the assessment right away. Access instructions can be found in the book. You are free to use the Self-Assessment contents in your presentations and materials for customers without asking us - we are here to help.

Author: Gerardus Blokdyk
Publisher: 5starcooks
ISBN: 9780655161592
Category :
Languages : en
Pages : 130

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ask yourself: are the records needed as inputs to the Knowledge Management for Customer Self-Service process available? How can skill-level changes improve Knowledge Management for Customer Self-Service? Who will be responsible for making the decisions to include or exclude requested changes once Knowledge Management for Customer Self-Service is underway? What are the usability implications of Knowledge Management for Customer Self-Service actions? Is there a Knowledge Management for Customer Self-Service management charter, including business case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan? Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role... In EVERY company, organization and department. Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Knowledge Management for Customer Self-Service investments work better. This Knowledge Management for Customer Self-Service All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Knowledge Management for Customer Self-Service Self-Assessment. Featuring 710 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Knowledge Management for Customer Self-Service improvements can be made. In using the questions you will be better able to: - diagnose Knowledge Management for Customer Self-Service projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Knowledge Management for Customer Self-Service and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Knowledge Management for Customer Self-Service Scorecard, you will develop a clear picture of which Knowledge Management for Customer Self-Service areas need attention. Your purchase includes access details to the Knowledge Management for Customer Self-Service self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. Your exclusive instant access details can be found in your book.

Author: Gerardus Blokdyk
Publisher: 5starcooks
ISBN: 9781867305965
Category :
Languages : en
Pages : 316

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Book Description
Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Knowledge Management For Customer Self Service investments work better. This Knowledge Management For Customer Self Service All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Knowledge Management For Customer Self Service Self-Assessment. Featuring 960 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Knowledge Management For Customer Self Service improvements can be made. In using the questions you will be better able to: - diagnose Knowledge Management For Customer Self Service projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Knowledge Management For Customer Self Service and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Knowledge Management For Customer Self Service Scorecard, you will develop a clear picture of which Knowledge Management For Customer Self Service areas need attention. Your purchase includes access details to the Knowledge Management For Customer Self Service self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Knowledge Management For Customer Self Service Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

Author: Per Strand
Publisher: Blurb
ISBN: 9781366821140
Category : Business & Economics
Languages : en
Pages : 216

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Book Description
Are you interested in learning how to implement successful self-service and knowledge management in your service organization? Basic knowledge and understanding is the first step towards any change that is intended to provide new advantages and increased benefits. Customers must come first and customer success and loyalty is still our primary goal. However, everything else has changed due to the shift in technology and new behaviors. Service organizations that miss the opportunity to change reduce the value they create and will undoubtedly fail. The reader will obtain an in-depth understanding in these areas, as well as receiving concrete tips and recommendations on how to introduce working methods that utilize the opportunities new technology and behaviors provide. Self-service and knowledge methodology such as KCS (Knowledge Centered Service) are creating new possibilities to generate real customer value and long-term success for service and support organizations and, on a higher level, for the whole organization. In this book, we will deal with the key aspects of "Whats in it for me?," not only for customers and management, but also for the service organization. This self-service-oriented way of working represents important new opportunities for everyone, including the service desk. There are a lot of known pitfalls when implementing self-service and knowledge but with this book the reader gets a tool to understand and start introducing working methods that utilize great opportunities and self-service and knowledge success . It includes current methods for delivering outstanding customer service and capturing and creating knowledge in the speed of speech . With over 20 years' experience of implementing self-service globally, the authors are some of the most experienced in the field of self-service and knowledge. Take part in their story and let you and your organization's success start today."

Author: Alex Koohang
Publisher: Informing Science
ISBN: 1932886079
Category : Knowledge management
Languages : en
Pages : 275

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Author: Laurence Prusak
Publisher: Routledge
ISBN: 1136390103
Category : Business & Economics
Languages : en
Pages : 269

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Book Description
First Published in 1997. The second in the readers' series, Resources for the Knowledge-Based Economy, Knowledge In Organisations gives an overview of how knowledge is valued and used in organisations. It gives readers excellent grounding in how best to understand the highest valued asset they have in their organisations.

Author: Madanmohan Rao
Publisher: Routledge
ISBN: 113638961X
Category : Business & Economics
Languages : en
Pages : 444

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Book Description
Knowledge management (KM) - or the practice of using information and collaboration technologies and processes to capture organizational learning and thereby improve business performance - is becoming one of the key disciplines in management, especially in large companies. Many books, magazines, conferences, vendors, consultancies, Web sites, online communities and email lists have been formed around this concept. This practical book focuses on the vast offerings of KM solutions—technology, content, and services. The focus is not on technology details, but on how KM and IT practitioners actually use KM tools and techniques. Over twenty case studies describe the real story of choosing and implementing various KM tools and techniques, and experts analyse the trends in the evolution of these technologies and tools, along with opportunities and challenges facing companies harnessing them. Lessons from successes and failures are drawn, along with roadmaps for companies beginning or expanding their KM practice. The introductory chapter presents a taxonomy of KM tools, identifies IT implications of KM practices, highlights lessons learned, and provides tips and recommendations for companies using these tools. Relevant literature on KM practices and key findings of market research groups and industry consortia such as IDC, Gartner and APQC, are presented. The majority of the book is devoted to case studies, featuring clients and vendors along the entire spectrum of solutions: hardware (e.g. handheld/wearable devices), software (e.g. analytics, collaboration, document management) and content (e.g. newsfeeds, market research). Each chapter is structured along the "8Cs" framework developed by the author: connectivity, content, community, commerce, community, capacity, culture, cooperation and capital. In other words, each chapter addresses how appropriate KM tools and technologies help a company on specific fronts such as fostering adequate employee access to knowledge bodies, user-friendly work-oriented content, communities of practice, a culture of knowledge, learning capacity, a spirit of cooperation, commercial and other incentives, and carefully measured capital investments and returns. Vendor history, product/service offerings, implementation details, client testimonials, ROI reports, and future trends are highlighted. Experts in the field then provide third-party analysis on trends in KM tools and technique areas, and recommendations for KM practitioners.

Author: Juliano Statdlober
Publisher: Independently Published
ISBN: 9781521573723
Category : Computers
Languages : en
Pages : 202

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Book Description
This book is divided into two parts.In its first part, it presents conceptual core definitions of knowledge management, with a theoretical basis and synthesis arising from research made in several publications, among books, articles, white papers and blogs. The result of this work is a summary of huge material, facilitating the introduction to the subject and understanding thereof.The focus of the book, however, is not restricted to knowledge management in itself. It is not a work which exhausts the subject, although it is a good reference for those wishing to be introduced to the issue.The objective is to present a practical proposition for development of initiatives of knowledge management applied to help desk and customer-care. To achieve this, the first part of the book also presents concepts of KCS (Knowledge-Centered Service), a set of practices and a specific methodology focused upon technical support, to improve the efficacy of resolving problems. KCS, however, is not limited merely to solving problems, being able to be adapted to handling requests in general.KCS is the result of compiling best practices and discussing initiatives by a group of large information technology companies, which formed a consortium to share ideas and experiences.The areas of technical support, whether in help desk or in customer care, depend upon the qualification of the people involved in the process, and this in turn depends upon knowledge. Indeed, how can one resolve a problem without knowing the subject concerned? The worst is that such subject is usually a technical issue, or is related to something technical, as the functioning of software or a product. Even in the cases of requisitions, where the agent does not go to resolve a problem, but to render a service to handle a request, knowledge is required: how to proceed to fulfill the necessity, or to whom and how forward the requisition, and what information is necessary? And if the requisition is a request for information, where to search for this information to pass to the requestor?KCS was created, with certain assumptions common to knowledge management, to deal with obtaining, sharing and transmitting knowledge to improve service, involving incidents and problems. As the methodology itself determines, it can be adapted to aid in forming a useful knowledge basis for handling requisitions. In the first part of the book KCS is presented and commented upon in a detailed manner, including its concepts, objectives and practices. As the theoretical concepts are presented and explained, and that, therefore, a context is provided, in its second part the book develops and presents a practical proposal of planning and implementing a knowledge management system using the practices of KCS. What is being proposed is the use of the conceptual basis of KCS, but not being limited thereto. Indeed, a roadmap resulting from the concepts as well as the experience and a certain creative boldness of this author is presented. The model proposed is something practical and applicable in companies of any size which have areas of technical support, service-desk, shared services or customer care. As they are practices suggested, they can be adapted, obviously, but their structure has a composition which allows the understanding of the themes in a logical and clear sequence, without ever losing sight of the essential academic concepts of knowledge management and KCS, obviously.

Author: David Oliver
Publisher: Springer Science & Business Media
ISBN: 1848002076
Category : Computers
Languages : en
Pages : 282

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Book Description
Dave Oliver, Celia Romm and Fay Sudweeks This book follows previous texts: Celia Romm and Fay Sudweeks (eds) (1998), Doing Business Electronically: A Global Perspective of Electronic Commerce, and Fay Sudweeks and Celia Romm (eds) (1999) Doing Business on the Internet: Opportunities and Pitfalls. Not only is this current book about doing something, but it also aims to present insights into how electronic commerce impacts upon the lives of everyday people; in other words, how electronic commerce is received, as well as how it is ‘done’. Accessing the Internet on a regular basis has become an established activity for many people. This activity gives academics and researchers the opportunity to observe and study the nature and effects of this engagement in society. The influence of the Internet in our social fabric also provides the incentive for organizations to implement a web presence. As expressed in the title Self-Service on the Internet: Expectations and Experiences, we aim to present the expectations or reasons for the availability of various services on the Internet, and social responses to these developments, i. e. the experiences. These are the two main dimensions to the chapters presented in this book. The major component in the title is self-service on the Internet. The term electronic commerce is too restrictive for our purpose as it tends towards commercial overtones, which do not especially concern us.