Measuring the Return on Knowledge. Justifying, Measuring and Optimizing Knowledge Management Initiatives

Abstract

This report was written by Service Excellence Research Group, LLC (ServiceXRG) and sponsored by Knova Software to explore the best practices for measuring the impact of knowledge management initiatives. This report examines the characteristics of successful knowledge management initiatives and the essential metrics required to track performance, measure impact, and identify opportunities for continuous improvement. Further, this report examines the potential impact of knowledge management to yield cost efficiencies as well as provide the catalyst for meaningful transformation of service into a high- performance, customer-focused organization. This report is based on recent studies by ServiceXRG including: Knowledge Management, an in-depth study of Knowledge Management strategies and best practices; Strategic Account Management, a focus on strategies for managing high-value accounts; and a recent study of User Perceptions of service based on interviews with 350 enterprise technology users and IT professionals.