Six Customer Training strategies for Business
After understanding the importance of knowledge management, we go on to review the strategies that exist to implement successful Customer Training Strategies. Although there are various knowledge management strategies,
We consider that there are six that every company should implement to achieve its objectives. Next, you will learn more about motivation, networking, provision, analysis, coding, and dissemination.
One of the many Customer Training strategies is motivation, which provides incentives and rewards in exchange for certain behaviors. Typically, the first step will be to carry out a change management program to align an organization's culture and values ​​to knowledge management.
The means to motivate employees include reporting what the company expects of them, setting goals, monitor and reporting progress, recognizing those who strive to provide incentives for meeting goals, and rewarding outstanding performance. But above all, the important thing is to create shared ideals that include the sharing of knowledge as a form of personal enrichment, as well as a means to create a more powerful intellectual environment for all.
Managing to build these ideas in people is a task that can be of a longer-term, but ultimately it is more effective because it is about promoting a motivation that starts from oneself and not always from external incentives.
Among the main Customer Training strategies, we find networking, which is a common practice in the business sector and refers to the construction of a network of contacts that allows creating business and job opportunities.
Thanks to networking, knowledge can be shared through direct contact between people. Connecting with others who can provide assistance or benefit from knowledge sharing is a powerful way to tap into each person's individual knowledge. Building and expanding Customers networking serves to create valuable links between individuals and groups within the organization.
Emerging social software creators are aware of this, so they have options to add friends and identify shared interests. An example to implement this strategy is to create a Directory of Experts, which lists which people within the organization are recognized as those who know best about a specific topic. Thus, when someone has a question about this topic, they will quickly know who they can turn to for help.
There must be a supply of knowledge so that it can be reused. In other words, you must collect documents, videos, infographics, and files, capture information and work products, and store this explicit knowledge in repositories that are easily accessible and navigable by users.
The tacit knowledge can also capture and convert into explicit recording conversations and presentations, writing down what people say and do, and collecting stories and lessons learned. This knowledge management strategy can be exemplified by project databases, skills inventories, and document repositories. Captured content represents raw materials, which can be analyzed, encoded, disseminated, queried, searched, retrieved, and reused.
There is quite an important consideration at this point. It's not just about promoting access to knowledge by making it explicit and publishing it. Crucial is that this knowledge is understandable and easily usable by the end-user. Thus, it has to have a format that addresses at least two aspects:
The cognitive characteristics of the user are considered: it is different to address a person with a higher level higher education and another is to address practitioners who have just graduated from high school. Likewise, it is different to create knowledge objects for highly digitized people than for people who have little digital literacy.
The way in which the people to whom this knowledge is directed carry out the tasks to choose the medium and the duration of the object is also considered. For example, if we have a knowledge object that helps hotel workers to follow the room cleaning protocol, it may be useful to create a video that people can watch on the television in the room while cleaning. On the other hand, if we address people who serve the public in a bank, it may be convenient to have an application that presents the knowledge in text form and according to the questions that the service agent has while serving the customer.
Once you have a captured knowledge supply or repository, then it is possible to analyze it so that it can be usefully applied. Before drawing conclusions from what has been collected, the content should be thoroughly reviewed to verify that it is valid.
Reviewing the information collected may reveal patterns or trends that can be exploited, expanded, or corrected. Also, by extracting the essence of each document you can discover new ideas and learn how to improve. Knowledge can be collected in the form of lessons learned, proven practices, and rules of thumb.
The key to the success of this strategy is to present the knowledge in the most similar way possible to how our end-user makes effective use of it so that the transfer to real practice is easy and fast.
After the knowledge has been analyzed, it can be coded to produce repeatable methodologies, reusable material, and processes. Data is consolidated, content is collected, and processes are integrated to drive better business results.
Coding knowledge also means setting an intellectual property value, adding metadata to documents stored in repositories so that they can be easily found, and tagging content so that users discover useful views, connections, and collections.
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Even if the captured knowledge has been analyzed and encoded, it will be of no value unless potential users know of its availability. Therefore, its existence must be disseminated both on a large scale to inform all potential customers and on a smaller scale to inform a specific group of consumers. Different means of communication must be used to distribute knowledge.
Newsletters, websites, and emails can be used to create awareness. Blogs, wikis, and podcasts can be accessed online or by subscribing via an RSS feed. However, the most powerful way to disseminate knowledge is through a knowledge management platform where all the knowledge of the organization is centralized.
Platforms of this type can present content in an organized way and have different search methods. They also allow you to have other options such as a directory of experts or a panel of recognition to those who most collaborate in the constant effort of sharing and using knowledge.
Motivation, networking, supply, analysis, coding, and dissemination are some of the most important knowledge management strategies. Incorporating these six (6) into your strategy will be of great help to achieve the objectives set in the organization.