Creating Knowledge-based CRM initiatives

Trends in the Living Networks

To help explain some of the key drivers of CRM programs from a "knowledge-based" perspective, I have created a Knowledge-Based CRM Framework which I will use in the executive program in KL. Click on the image to download Knowledge-based CRM Framework.

How virtual assistants will build knowledge-based relationships based on trust

Trends in the Living Networks

However this also ties back to the themes of my first book on Developing Knowledge-Based Client Relationships , which I applied to customer relationships in Chapter 4 of my book Living Networks , illustrated by this diagram taken from the book on the left. However this requires trust in how that personal knowledge will be used. The value to users of true knowledge-based context-aware assistants will be massive, but they will only get there by truly earning our trust.

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Keynote at Cisco Insight 2010: Innovation beyond boundaries and the role of knowledge-based relationships

Trends in the Living Networks

While I spent much of my presentation looking at some of the more interesting implications of a hyperconnected world, suitable for an audience well used to these ideas, I also explored the critical role of knowledge-based relationships in effectively innovating beyond boundaries.

The Definitive Guide to Building A No-Nonsense, Clutter-Free Knowledge Base


The post The Definitive Guide to Building A No-Nonsense, Clutter-Free Knowledge Base appeared first on Dataconomy. Are you struggling to keep up with the increasing volume of support tickets clogging mailboxes and ticketing tools? Do you find yourself juggling with truckloads of manuals, flowcharts and other documentation at your organization? Don’t worry, you are not alone. Most organizations give utmost importance to streamlining their customer support.

Chapter 6: Implementing key client programs - Trends in the Living Networks

Trends in the Living Networks

in the enterprise is far more than just talk » Chapter 6: Implementing key client programs Ross Dawson, March 21, 2007 3:46 AM US PT I recently pointed to the launch of the second edition of Developing Knowledge-Based Client Relationships, including the free download of Chapter 1 of the book.

Seven MegaTrends of Professional Services - Build strategic transparency - Trends in the Living Networks

Trends in the Living Networks

Ross is author most recently of Implementing Enterprise 2.0 , the prescient Living Networks , which anticipated the social network revolution, and the bestseller Developing Knowledge-Based Client Relationships (click on the links for free chapter downloads).

5 Tips to Supercharge Your Jira Service Desk

IT Toolbox

How to make the help desk platform's knowledge base, incident management, and service channels work for your business

Confluence: The smart person's guide

Tech Republic Data Center

You should consider adding Confluence to the suite to make collaboration and building a knowledge base simple Does your office run Atlassian software?

Managing Service Request Content using the Oracle Sales Cloud API

IT Toolbox

Oracle Sales Cloud can record the specific messages, message attachments, and knowledge base references that are associated to a specific service request. One of the great benefits of CRM integration is that you can automatically make the series of intricate communications related to service history visible to sales people

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ERP for Excellent Healthcare

IT Toolbox

In fact, hospitals wouldn't be able to run efficiently without a knowledge-based IT system such as ERP in place. Today's healthcare professionals rely on integrated software solutions like Enterprise Resource Planning (ERP) because they help them to deliver better service to their patients. Doctors and nurses do an amazing job looking after their patients, but even highly educated, talented people

5 Ways for Government CIOs to Optimize Cloud Deployment


The CCoE maintains a cloud computing knowledge base and code repository, and actively solicits contributions from across the organization. Software as a service (SaaS) is the cloud-based service most adopted by businesses, so not deploying it is not an option.

Wanted: More types of machine learning

David Linthicum

Now that public cloud computing has made it cheap, I’m seeing all types of cloud-based applications applying this technology effectively. Supervised learning means we have to train the knowledge base directly, providing labels for data, such as an image being a person, animal, or plant. You’ll need to provide some sort of signal to the knowledge engine that associates good behaviors with a positive flag and bad behaviors with a negative one.

Machine learning operations don’t belong with cloudops

David Linthicum

This caused the knowledge models in the machine learning systems to train with bad data and required that the new information in the knowledge base be removed and the models rebuilt. Although those worked fine, they too needed to be backed out of the knowledge database considering that the operational data was not in a good state. It’s Monday morning, and after a long weekend of system trouble the cloud operations team is discussing what happened.

Pre-K Learning: Enhancing Education with Digital Technology

Kitaboo on EdTech

Children who received high-quality, practical knowledge-based learning in their formative years are less likely to fail in high-school. This type of coordination is usually found in game-based or video-based pre-k learning applications. When reading online – e-books, videos, stories, or picture-based learning – children improve their language skills. Using technology in pre-k learning delivers knowledge in an enjoyable and fun way.

Free chapters to four books on the future of relationships, networks, organizations and work

Trends in the Living Networks

The four books I have written so far – Developing Knowledge-Based Client Relationships , Living Networks , Implementing Enterprise 2.0 , and Getting Results From Crowds – are linked by a number common themes.

5 ways to Boost Training ROI with Evaluation Tools


Continuous training and development help in expanding the knowledge-base of existing employees. The end-goal of a training session remains incomplete without the knowledge of whether we are achieving that goal or not. How successful was the training in improving the knowledge of employees? Assess this knowledge in a practical environment. Were the trainees able to improve their abilities and increase their performance based on the training?

Benefits of STEM Education and Publishing

Kitaboo on EdTech

STEM—science, technology, engineering, and mathematics—is a curriculum based on these four ideas. Instead of segregating these four disciplines in separate and discrete subjects, STEM interlinks them together into a cohesive learning paradigm, which is based on real-world applications. To succeed in this new information-based and highly technological society, students need to develop their capabilities in STEM to levels much beyond what was considered acceptable in the past.”

Will financial advice be delivered primarily through Netflix-like subscription platforms?

Trends in the Living Networks

Of course the 80% of “new” wealth management clients will on average be less affluent than the industry’s current client base. As I have often noted, the end-game of AI-based assistants is indeed a winner-win-all market.

The future of high-value relationships

Trends in the Living Networks

My response harkened back to my first book Developing Knowledge-Based Client Relationships. In financial services in particular, there are three key aspects to ‘knowledge-based’ relationships that not only create value, but can also essentially lock-in the client. If you know your clients better than your competitors, and critically do things differently because of that knowledge, you will provide deeper value.

Microsoft Releases Security Advisory 2896666

IT Pros Rock!

While we are actively working to develop a security update to address this issue, we encourage our customers concerned with the risk associated with this vulnerability, to deploy the following Fix it from the advisory: Apply the Microsoft Fix it solution, "Disable the TIFF Codec" that prevents exploitation of the issue See Microsoft Knowledge Base Article 2896666 to use the automated Microsoft Fix it solution to enable this workaround.

4 Methods for Improving Customer Experience


If you’re not quite sure which system is the best fit for your needs, Better Buys is a knowledge base for software and features a comprehensive CRM buyer’s guide. Information Technology Blog - - 4 Methods for Improving Customer Experience - Information Technology Blog.

Making File URLs Work Again in Firefox

Scott Lowe

file will vary from OS to OS; see this MozillaZine Knowledge Base entry for more details. If you’re a fan of Markdown-based presentations displayed using your browser, they should work again. At some point in the last year or so—I don’t know exactly when it happened— Firefox , along with most of the other major browsers, stopped working with file:// URLs.

7 lessons learned from 20 years of professional speaking

Trends in the Living Networks

My breakthrough from ‘free to fee’ came from the publication of my first book, Developing Knowledge-Based Client Relationships , which gave me the credibility and visibility to be invited for my first professional engagement in late January 2000.

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Value based pricing is at the heart of the future of professional services

Trends in the Living Networks

In my first book Developing Knowledge-Based Client Relationships: The Future of Professional Services the final chapter was titled Value-Based Pricing: Implementing New Revenue Models. Pricing by value rather than time is clearly a central aspect to building true knowledge-based relationships, since knowledge should be measured by the value of its application rather than time spent by professionals. Value-based pricing is not always the best approach.

Knowledgebase for WordPress with Analytics


Website owners can easily track the performance of your knowledge base, making the necessary changes to articles that need improvement. Optionally can display page content on knowledge base page. Knowledgebases are a dime a dozen, but functionality is not always rich. Wordpress is the most popular content management system in the world, and because of that, there is a large need for knowledgebases, for companies and websites that require them.

Microsoft Releases Security Advisory 2887505

IT Pros Rock!

While we are actively working to develop a security update to address this issue, we encourage Internet Explorer customers concerned with the risk associated with this vulnerability, to deploy the following workarounds and mitigations from the advisory: Apply the Microsoft Fix it solution, "CVE-2013-3893 MSHTML Shim Workaround," that prevents exploitation of this issue See Microsoft Knowledge Base Article 2887505 to use the automated Microsoft Fix it solution to enable or disable this workaround.

3 Key Benefits of Integrating Azure Bots with Back-end Systems


Today, we’ll discuss how these tools provide an integrated environment that seamlessly connects your existing knowledge bases and back-end platforms to your end users – and why that matters. With Microsoft Azure Bot Framework and Bot Service, you can consolidate existing knowledge bases and drive usage of existing products, driving higher ROI from those investments.

Collaborating in a shared service management environment


News items and the knowledge base. The category filter works based on the selected category and/or subcategory. The operator filter works based on the operator, manager or contact field. The processes for IT, facilities and human resources (HR) are broadly similar and do overlap, such as with commencement and exit procedures, and can easily be brought together in a single tool to manage.

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The 5 elements of enhancing client relationship capabilities

Trends in the Living Networks

Below is an excerpt from my book Developing Knowledge-Based Client Relationships 2nd Edition from Chapter 6 on Enhancing Client Relationship Capabilities: Implementing Key Client Programs.

Transforming clients and executives: How to enrich their mental models

Trends in the Living Networks

When I wrote my first book, Developing Knowledge-Based Client Relationships , which came out in 2000 in its first edition, I thought of it in many ways as a stepping stone for me to gain credibility and move on to deal with broader issues. Chapter 4 of Developing Knowledge-Based Client Relationships is titled Adding Value to Client Decision-Making: Better Strategic, Line, and Portfolio Decisions.

Attack Discovery Software for Telecom Companies


Security experts update the PT Telecom Attack Discovery knowledge base with new attack patterns around the clock. Information Technology Blog - - Attack Discovery Software for Telecom Companies - Information Technology Blog. Ever wonder what secures 4G and 5G mobile networks from attacks? The mobile network around the world is growing, and digital threats are more common than ever.

The “Assumption” Quotes of “Digital Master” Mar. 2020

Future of CIO

3 Hopefully, the good assumptions which are based on multidimensional thinking and knowledge-based perception and forecasting. 4 In highly innovative organizations, people are encouraged to challenge old assumptions, embrace different perspectives, update knowledge, and apply different ways to solve problems.

Employee Training Metrics: 7 Ways HR Experts Use Them


Metrics are a standard of measurement which is used to assess the performance of your employees based on what they have learned and their ability to apply it skillfully. It is important for an employer to know how the employee perceives the training and if it really is helping them improve their skills and knowledge. Based on this information, you can make modifications to the existing training module. How do you measure the effectiveness of a training program?

Every business document should be in the cloud and concurrently editable

Trends in the Living Networks

It is a fundamental platform for value creation in knowledge-based organizations. Clearly there are a number of providers for this functionality, with pretty much all enterprise software platforms now moving to at least the option of cloud-based simultaneous collaboration. I’m at the Melbourne Google Enterprise Atmosphere on Tour event , the first of 25 events around the world.

Google 101

Cloud4Good: Building an Inclusive Chat Bot for Athletes with Disabilities


Knowledge Base Pattern: when a bot leverages a corpus of data to retrieve answers to user queries; Human Handoff Pattern: when a bot gathers information from the user and directs them to an appropriate human representative, sharing useful information with the representative to help them assist the user; Bot to Web Pattern: when a bot send the user to a web page to complete some additional tasks, which then redirects the user back to the bot to complete the flow.

SEO for Small Businesses


It can be difficult for small businesses to fully utilize technological marketing means due to a lack of knowledge or a lack of funds. This is only a viable option if you have a great deal of prior knowledge on how to build a website.

The Best “Uncertainty” Quotes of “Digital Master” July 2019

Future of CIO

1 To use the common term, uncertainty is the lack of certainty, a state of having limited knowledge where it is impossible to exactly describe the existing circumstance. 8 Uncertainty is essentially a lack or void in the current knowledge base." Uncertainty," is a future event that can be mitigated by the acquisition of new knowledge.

A Roadmap for Building Trust With Wealth Management Clients

Perficient Financial Servies

Find the “tribal knowledge” describing what actually happens and what training or procedure documents don’t cover. Wealth management firms are at the dawn of this journey.

Why the Internet of Things is also Industry 4.0

The Investing Edge

Robert Bosch is a German-based global leader in brake and automotive technology that has established a 500-person subsidiary, Bosch Connected Devices and Solutions, to develop sensors and actuators for the Internet of Things (“IoT”). Microsoft has opened Bing to 3 rd party developers in an effort to create an avenue to the IoT, as “Intelligent Fabric” is used to describe a knowledge base used by connected devices.

Everything You Know About eAuthentication is wrong!


The base document SP 800-63-3 is the third iteration of this special publication, and has been renamed to: Digital Authentication Guideline. The base document is followed by three separate documents. This can be with KBA (Knowledge Based Authentication, so, something someone should know), or can be asserted by a third party. Nathaniel Crocker. On Labor Day, September 5 th 2016, NIST published their Digital Authentication Guideline: Public Preview.

Conversation with Harold Jarche: Sense-making in a networked world and personal knowledge mastery

Trends in the Living Networks

And so I think that as we start seeing our work is going virtual, but we can’t get all the knowledge, information and growth from our work teams, so we have to be out there in the wide open world and what connects them in my opinion, are these communities. How do you seek knowledge?

Economic structural change is NOT industry compositional change

Trends in the Living Networks

In knowledge-based work the primary unit of value creation has shifted from the organization to the individual. We are rapidly shifting to an economy primarily based on distributed value creation , in which value is created across organizational boundaries and between companies and their customers, suppliers, and ecosystem partners. I am currently preparing a number of keynotes for senior business audiences over coming weeks.

Three Digital Innovation Practices

Future of CIO

Innovation is a specific phenomenon and strategic imperative of the knowledge-based digital economy. Digital is the age of innovation. Innovation is a management process, not just serendipitous magic. At today's modern organizations, variety, complexity, diversification, and hyper-connectivity, etc, are the characteristics of the digital innovation ecosystem. Digital innovation has a broader spectrum and enriched context. Here are three digital innovation practices.