Knowledge Management to improve your customer retention

September 8, 2020


Like many of you these days, I am listening to podcasts and attending webinars so that I can learn from others, gain new perspectives, and refresh current practices.

Last week I joined a webinar that focused on the importance of structural knowledge management as part of a software product lifecycle. This particularly resonated with me because, at Yonder, we pay special attention to documenting the solutions we implement

Why is the management of knowledge such a powerful tool?

  • it ensures that knowledge is preserved within the organization
  • it makes the available knowledge accurate and consistent
  • it provides users access to end-user documentation and various resources (portals, FAQs)
  • it improves decision-making time, and ultimately, it helps to improve customer retention

Knowledge management has to be a continuous and consistent process, even at busy moments, when you are tempted to focus on other urgent topics. Only by continuously managing your knowledge will it be relevant for your organization and deliver ROI for your company.

Working with product teams across many vertical markets and in various contexts helped us to shape a knowledge management process that can be easily adapted for most of the organizations’ environments. It is more than just documentation, which by itself is only one of the knowledge management process outcomes.

Our goal was to make knowledge management a way of thinking within our organization, a strategic process for business continuity. We managed to group learnings and good practices, and we can now offer you our dedicated and tested knowledge management service, which is part of our Services Catalog, launched last year.

Knowledge management means the framework, tooling, and the activities necessary to create, share, update, and manage the knowledge and information within an organization. It is valuable in all organization areas, and most often, it is implemented in Customer Success, Portfolio, R&D, Operations areas.

Are you curious to find out how it could be adapted for your organization?

In short, I will end with some of the common benefits that knowledge management can bring:

  • improved organizational agility
  • better and faster decision making
  • quicker problem-solving
  • increased rate of innovation
  • supported employee growth and development
  • sharing of specialist expertise
  • better communication
  • improved business processes

Apply for a free online session at [email protected].

We are here to help you!
Iulian Stoica, Functional Architect

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