By: David Bohl – Dell Services
The evolution of Dell’s knowledge management systems encountered and overcome many of the same hurdles facing new and old players in the KM space with practices that work well in smaller environments as well as scaling to huge user bases with millions of transactions. Key to success is making your initiative relevant to your customers, your employees and your business strategy; there are several foundational techniques that will enable you to do just that. Once you get there, can KM promise more to your customers than basic problem resolutions and online support? At Dell we’re not just sure it can, but that it must! There are exciting opportunities in moving beyond the support site – both direct to your customer and as a member of the community.