While Social CRM continues to evolve, there have been three challenges identified for it to solve: data, knowledge, and purpose. What is the current status with knowledge, and how do we fix it? This webinar will cover knowledge management in the enterprise, exploring pressing issues, their origin and their future, and lay a foundation to handle them. Presented by Esteban Kolsky, Principal and Founder of Thinkjar. See more OnDemand webinars: http://www.moxiesoft.com/news/webinars_recorded.aspx

1. UNRAVELING
KNOWLEDGE
Thank you for joining us. We will begin promptly at
12:00pm ET / 9:00am PT.
You must use WebEx audio via phone – receive a call back
or dial-in options available in Communicate tab.
All lines are muted. Please use the Chat panel for
questions.
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CONFIDENTIAL

2. THANK YOU FOR JOINING
Speaker
• Submit questions via the Chat
panel and Twitter -
@MoxieSoft and @ekolsky
• Session is being recorded and Esteban Kolsky
link will be sent to participants Principal and Founder,
ThinkJar
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CONFIDENTIAL

3. the challenges
and opportunities
of knowledge
…and what we are doing about it
esteban kolsky
thinkJar

5. the world bank
spends over $600
million a year
managing their
knowledge storage

6. …and they spend
over $4billion a year
researching and
testing new methods
for KM

7. collectively private
organizations spend
over $100 billion
each year in km-
related projects

9. library of congress
has 100 million+
items of knowledge
in storage; just
waiting to be used

10. every day we create
2.5 quintillion bytes
of data; 90% of the
world’s data was
created last 2 years

12. knowledge workers
spend 60 percent of
their time looking
for information to do
their work

13. knowledge workers
spend 2.3 hours
daily, on average,
searching; 1:10
spends 4+ hours

14. Knowledge
Management
“CHAUSM”
before after
“BIG” “BIG”
knowledge knowledge

15. CROSS A
C N
C H A U S M
L A L N O O
O N Y I C B
U N T F I I
D E I I A L
L C E L E
S D
COMMUNICATIONS

16. we are researching
the questions of what
and how we are
solving this problem
…want to help?

17. do you have a
formal KM
initiative in place?
yes / no

18. who is in charge
of your KM
initiatives?
multiple choices

19. marketing
1.70%
5.20%
sales
15.50%
customer service
25.90%
15.50% committee or group from the
above functions
management team member
not from the above functions
5.20% committee, group, or
manager not from those
31.00% functions
we don’t have an owner, it
deployed a kms, we use it as
needed

20. are your KM
initiatives affected
by rise of mobile?
yes / no

21. rise of social
affected your KM
initiatives?
multiple choices

22. implementing considering
other 20
19.3
community recognition and rewards 18
26.3
knowledge in the cloud 20
35.1
community managed knowledge 36
38.6
transparent km processes 32
40.4
ratings, rankings, voting, reputation 32
45.6
new Sources of knowledge 48
61.4
community generated knowledge 50
63.2
0 10 20 30 40 50 60 70

23. SOCIAL
KNOWLEDGEBASE
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CONFIDENTIAL

24. MOXIE’S ENTERPRISE
CUSTOMER BASE
Financial
Financial
Services
Services
Healthcare
Industrial &
& Personal
Healthcare
Care
Media
Media
Telecom
Telecom
Technology
Technology
Education
& Govt.
Consumer &
Consumer
Services
& Services
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CONFIDENTIAL

25. BETTER ANSWERS, FASTER.
1
How?
• Crowd-sourcing answers
• Expert Sourcing
• Publishing to the knowledge
base for approval
• Distribution to “customer”
via Portals
◆ Customers (Customer Experience)
◆ Agents (Contact Center)
◆ Employees (HR, IT)
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CONFIDENTIAL

26. QUESTIONS
• Submit questions via WebEx Chat Panel and Twitter -
@MoxieSoft & @ekolsky
• Session recording and presentation will be sent via email
• Take the survey:
https://www.surveymonkey.com/s/KMin2013
• Contact Us
• info@moxiesoft.com
• +1.800.474.1149
• www.moxiesoft.com
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CONFIDENTIAL