Measuring the Return on Knowledge Management

Knowledge is the fuel that drives service efficiency, innovation, and ultimately customers’ success.

Customers want to apply your products to achieve their desired outcomes, unfortunately they do not always have the necessary expertise to be successful. Providing access to the knowledge customers need when they need it is the best possible way to assure that they can adopt and succeed with your products.

The collective experience and expertise of your staff is the single largest asset of your service organization. When you can efficiently transfer this knowledge, you increase the likelihood of sustaining customer relationships and improving service operational efficiencies.

In this whitepaper, we will:

• Define objectives and key results from Knowledge Management
• Establish metrics for measuring the impact of knowledge management
• Quantify the return on investment from effective knowledge management practices