One Simple Thing Knowledge Management Leaders Must Get Right


What’s the formula for a customer-obsessed culture? It starts with consistent knowledge management practices.

A customer-obsessed culture is everyone’s responsibility, and knowledge experience is critical to both. Why then, do most organizations maintain completely separated knowledge-bases for customers and employees?

The simple, and common, answer is that employees need knowledge content that is confidential, or at least, not public. In other words, different knowledge-bases are required because they have slightly different information for employees and customers. And in the past this has meant you must maintain two separate sets of content, but this is no longer the case.

For the sake of our CX and EX, it’s time we all caught up.

Consistent Knowledge Across Customer and Employee Experience

So, is that the one simple thing? Deliver the same content to employees and customers where it’s shared? Almost.

The key is consistency. We need to deliver the same knowledge to employees and customers consistently throughout their journey. To really execute well on a customer-obsessed culture that flows from seamless CX and EX, knowledge management needs to be viewed as much broader than a knowledge-base.

The truth is, every touch point with a customer that is educational in nature needs a perfectly consistent experience. To achieve this, every piece of knowledge, content and information needs its own single source of truth. Everything needs its place of origin and there can be only one place of origin for each thing.

Related Article: Is It Time to Combine Customer Experience and Employee Experience Programs?

Single Source of Truth

This is the one simple thing. A hyper-focus on and dedication to enterprise-wide single source of truth (SSOT).

The push for SSOT is not new, but the approaches to achieving it available to us today are. Historically, working towards SSOT was code for putting everything in one big repository. This was one of the driving forces behind the implementation of large enterprise content management systems (ECMs) in the 2000s and 2010s.



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