Knowledge Management Blog.
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How Do Knowledge Management Systems Improve Your Customer Experience?
Together, your employees and tech stack provide a wealth of valuable knowledge and strategy for your organization. Employees may have specific customer insights or support strategies; your tech stack reveals data on how accounts may interact with your product and service. ...
Knowledge management (KM) as an established discipline dates back to the early 1990s, a starting point that is not a coincidence. Three trends were converging at that time, which coalesced around the idea of capturing and managing knowledge. One trend was the emphasis on “core competencies” as the basis for competitive strategy. The prior generation had seen the rise and fall of the conglomerate model of business. As conglomerates spun themselves off into focused corporations, managers noted a disturbing pattern that threatened the core competency model: employees, the oldest of the baby boomers, were starting to retire. As they left the business, they took vital knowledge with them.