They say knowledge is power.
Well, in business, it’s certainly true that the more you know, the more able you are to capitalize on your opportunities.
However, it’s not just what you know; it’s what you do with that knowledge that can really affect outcomes.
Unfortunately, in today’s increasingly-complex enterprises, the knowledge is often hard to locate, let alone be leveraged to drive improvements.
Product knowledge; market knowledge; customer knowledge; performance knowledge: it’s often scattered haphazardly throughout a business, buried in siloes and consequently rendered impotent.
The world’s smartest enterprises understand the value of all that knowledge and are rightly treating it as an asset capable of transforming their entire operations.
They are creating clever, searchable ‘knowledge bases’ that serve as fast and dependable sources of the ‘truth’ when answering customer questions, developing products, managing processes and resources, and planning the future roadmap.
As is always the case, the technological smarts are out there to help.
“Think of it as being similar to a Google-type, enterprise-scale search but in the context of the results being 100% relevant only to a particular business,” says Stin Mattu, Product Marketing Manager at leading global enterprise software provider Upland, whose RightAnswers ‘connected knowledge’ solution delivers huge returns on investment.
“Key information is gathered from any existing repositories including corporate websites, intranet sites, document management systems, SharePoint applications, and corporate hard drives. The information is brought together onto one single platform that provides users with one single and rapidly-searchable view, with options to import into the RightAnswers knowledgebase if the user deems it useful.
“RightAnswers also delivers the results out to wherever they are required, such as CRMs, self-service portals, contact centers, chatbots, website FAQs, and IT Service Management Tools. It's about expanding rich, previously-hidden knowledge out to everywhere a user would have a touchpoint. That is a comprehensive resource with the potential to have a hugely positive impact on any business.”
