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Knowledge Manager Lifespans

Weblogs | Knowledge Management education & training worldwide

Abstract: In 2008 I ran a global survey on knowledge manager professional development and experience. It found that only 29% of knowledge managers had been in their role for more than 4 years, and only 25% were confident of moving on to another KM role. The average “lifespan” among respondents was something like 2.5

Knowledge Manager for Customer Service Success

Weblogs | Knowledge Management education & training worldwide

Abstract: In my previous blog I outlined how important knowledge is to successfully deliver customer service, and how to overcome the challenges of creating a centralized, multichannel knowledge base. Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes live.

Hiring a Chief Knowledge Officer (CKO)

Weblogs | Knowledge Management education & training worldwide

Abstract: I think any organization looking for a KM Head or a CKO (for the first time) needs to ask itself a few important questions before it spends time and energy on hunting for, interviewing and negotiating with potential candidates. Even if the answer to one of these questions is a ‘No’ or ‘Not