Informal Learning Flow is a content hub started by Jay Cross that collects and organizes the best information on the web around informal learning. We hope this will help you find good stuff, learn and stay current.

50 Articles match "customers","Knowledge Base"

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The Context for the Connecting Canadians Strategy back in 1995 - More relevant today I think
Why not books? *Mass customization - your unique product made at a mass production price *Industrial Ecology - closed loop no waste production, products designed for disassembly and a shift to biologically compatible processes *Global accounting - any business, no matter how small, is a global player. The main game will to shift from zero sum to positive sum underpinned by alliances *Coevolved customers - customers and suppliers will learn directly from each other. I went back to my files today to find the summary of my report to Doug as he worked on developing the one and only complete strategy to put Canada ahead of the world by using the web.
Robert Paterson's Weblog - Wednesday, March 17, 2010
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Decisions, decisions. Business decisions.
Knowledge Workers The knowledge worker’s objective is to learn what it takes to do the best she can. great knowledge worker can be several hundred times as productive as his peer. The incoming generation of knowledge workers demand opportunities to learn through their work; otherwise, they will pick up and go elsewhere. MAKING BUSINESS DECISIONS: THE HEART AND THE HEAD Jay Cross examines decision making on learning at work, and gives the lie to some myths about the use of business metrics.
Internet Time - Sunday, March 14, 2010
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Augmented reality and the ultimate user manual
Just slide on a headset and work your way through a bit of customized, augmented-reality education. They also offer a few tips for anyone who wants to develop their own AR-based instructional project. This work dates back to 1991, when we began work on KARMA (Knowledge-Based Augmented Reality for Maintenance Assistance). Most user manuals are worthless. They're chock full of poorly written text and confusing diagrams.
OReilly Radar - Wednesday, February 17, 2010
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  • Better Customer Service Through Transparency, Tribes, and Talent
    I confess that I have a warm spot in my heart for customer service operations. years when she and I were on the customer service phones at the Polaroid Corporation. As an old phone jockey, it is apparent to me that the world of customer service is transforming. When they can, firms let customers roll their own. It is probably because I met my wife of 29.5 If we look back at history, we can see that the central tendency of consumer businesses is to move more and more function to the end consumer and to provide them more visibility to the availability of the product
    HarvardBusiness.org - Tuesday, December 22, 2009
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  • Six Ways to Build Your Brand Through Customer Service
    When it comes to brand building, customer service is often the last and most-ignored piece of the puzzle. Aligning customer service and your brand is an essential but under-used way to attract and retain customers, differentiate the business, and boost brand loyalty. Here are six ways we've seen to use customer service to reinforce brand identity. This is a big mistake--and big missed opportunity. Done right, it can create a truly sustainable competitive advantage.
    HarvardBusiness.org - Monday, April 6, 2009
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  • How Knowledge Can Hurt Innovation
    A meeting I had recently with some folks at Gillette highlighted an important issue facing the would-be innovator — the "curse of knowledge." Chip and Dan Heath described the curse of knowledge nicely in their 2007 book Made to Stick (highly recommended to all innovators). The basic problem: people who have deep knowledge about a topic sometimes assume other people have that same knowledge. That can lead to major missteps. The brothers Heath bring this to life by describing a simple experiment run by a Stanford doctoral candidate in the early 1990s.
    HarvardBusiness.org - Thursday, July 23, 2009
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  • Salesforce.com Service Cloud 2: Customer Service for the Social Web
    But according to the company its fastest growing product is Service Cloud , a kind of SaaS customer service software meant to replace the traditional call center. Service Cloud 2 has three core components: a knowledge base for publishing longer content, Salesforce Answers for crowdsourcing support questions, and Salesforce for Twitter. Knowledge as a Service? Salesforce.com is best known for its CRM and its cloud computing platform. Salesforce.com has launched the second version of Service Cloud, which incorporates new capabilities for handling content as
    ReadWriteWeb - Wednesday, September 9, 2009
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  • Salesforce.com and Cisco Partner to Provide Cloud-Based Customer Services
    Salesforce.com and Cisco announced a partnership today that brings together Salesforce.com's online customer service software with Cisco's strengths in IP Telephony. The service, called "Customer Interaction Cloud," is designed to provide a complete, cloud-based customer service offering for small to medium sized businesses. For example, the service allows users to pull Facebook comments Sponsor The offering integrates Salesforce.com Service Cloud 2 to Cisco's Unified Contact Center, providing an extension for Salesforce.com offerings.
    ReadWriteWeb - Monday, October 5, 2009
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  • Prefsearch Searches and Explains Firefox's about:config Settings [Downloads]
    That may not sound like much of a help, compared to linking each entry to, say, the MozillaZine Knowledge Base , but a Google search for an about:config setting often reveals some pretty helpful, plain-English explanation of what the setting really does in common use, and what people have thought of the change after it's switched. Tags: Downloads about:config Configuration Customization Firefox Google Tweak Firefox: There are a lot of great little configuration tweaks one can pull off by editing Firefox's about:config settings, but only if one knows what those sometimes cryptically-named settings do.
    Lifehacker - Thursday, July 30, 2009
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  • Microsoft Vows to Make Permanent Fixes
    As noted in the advisory, we are aware of limited active attacks and we have been working aggressively to get a quality update shipped to customers. “Second, Bryant encouraged customers in the meantime to continue to enable the workaround for the latter vulnerability “by running the ‘Microsoft Fix it’ solution in the associated knowledge base article (KB972890)”. In a widely quoted blog post, a member of the Microsoft Security Response Team has said that the fixes that Windows needs will be made on the upcoming Patch Tuesday, and that the fixes will stymie the bad actors who wish to cause trouble for some time.
    Lockergnome Blog Network - Sunday, July 12, 2009
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  • Everything You Need To Know About Salesforce’s Service Cloud 2
    customer service SaaS application, the Service Cloud has quickly accumulated 8,000 customers and has gained a 55 percent market share in the customer service platform arena, according to Salesforce. The basic idea behind the Service Cloud is to capture crowdsourced pools of knowledge floating across the internet and use them for commercial customer service, potentially replacing traditional on-premise contact center technologies which are disconnected from on-demand knowledge that can be found in the cloud. In Salesforce.com’s most recent earnings call, Salesforce founder and CEO Marc Benioff strongly emphasized that the Service Cloud, which was launched in January, was one of the fastest growing segments of the company’s business.
    TechCrunch - Tuesday, September 8, 2009
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  • The Decade in Management Ideas
    Increasingly sophisticated tools and metrics for value-based management pushed the consideration of stock price effects deep into operational decision-making, and made sure everything pointed toward bonus day. Your main constituencies are your employees, your customers and your products." The Customer Chorus. Tis the season for "year's best" lists — and even, this year, for "decade's best" lists — and who are we to resist the urge? A few of us HBR editors (Gardiner Morse and Steve Prokesch helped especially) took the opportunity to look back on the past
    HarvardBusiness.org - Friday, January 1, 2010
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  • Your Success as a Leader Depends on the Kindness of Strangers
    There is no correlation between traditional "push" management approaches - directives, power-based approaches, or even compensation and performance management, and people's willingness to be a little more creative, more enthusiastic or service oriented with customers, to ponder the challenges they face with greater focus and energy, to be more emotionally contagious and proud. In the service sector, the most rapid job growth has occurred in those areas demanding high levels of expertise or knowledge. An increasing percent of the work done today depends, as Blanche Dubois might have said, on the kindness of strangers.
    HarvardBusiness.org - Saturday, June 13, 2009
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