Gartner Research

5 Best Practices to Build and Sustain an Effective Service and Support Knowledge Management Program

Published: 27 April 2023

Summary

Knowledge management continues to challenge organizations despite its increasing importance. Customer service and support leaders can use the five best practices presented in this research to mitigate the challenge and build a successful knowledge management program.

Included in Full Research

Overview

Key Findings
  • The most successful knowledge management programs focus on developing a culture of sharing and do not focus solely on KM technology deployments.

  • Knowledge is complex, exists in many formats and resides in multiple repositories.

  • Knowledge is never complete, constantly evolving and challenging to keep up-to-date, and requires defined roles and responsibilities across the organization to manage.

  • Acting on feedback received on content is key to an effective KM program’s success.

  • Surfacing relevant knowledge to customers and employees requires integrating advanced search into user interfaces.

Recommendations
  • Embed KM practices into your overall service delivery strategy by rethinking the role that knowledge and its associated

To view the entire document, log in or purchase

Analysts:

Jennifer MacIntosh

Access Research

Already a Gartner client?

Just stopping by?

To view this research and much more, become a client.

Speak with a Gartner specialist to learn how you can access peer and practitioner research backed by proprietary data, insights, advice and tools to help you achieve stronger performance.

By clicking the "Continue" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

Gartner research: Trusted insight for executives and their teams

What is Gartner research?

Gartner research, which includes in-depth proprietary studies, peer and industry best practices, trend analysis and quantitative modeling, enables us to offer innovative approaches that can help you drive stronger, more sustainable business performance.

Gartner research is unique, thanks to:

Independence and objectivity

Our independence as a research firm enables our experts to provide unbiased advice you can trust.

Actionable insights

Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps.

Proprietary methodologies

Our research practices and procedures distill large volumes of data into clear, precise recommendations.

Gartner research is just one of our many offerings.

We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth.

Tap into our experts

We offer one-on-one guidance tailored to your mission-critical priorities.

Pick the right tools and providers

We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision.

Create a network

Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy.

Experience Information Technology conferences

Join your peers for the unveiling of the latest insights at Gartner conferences.

©2022 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.