Customer advisory board "Content Knowledge Management in Customer Services"
By Susan E. Aldrich, Senior VP and research practice leader for search technologies with the Patricia Seybold Group
All of the customers had encoded a significant set of knowledge within 6-8 weeks. Most continue to seek better models for governance of their assets, in particular, more effective ways of managing knowledge processes; measuring effectiveness, value, and progress; gaining commitment across organization; acquiring skills; motivating staff to capture and enhance knowledge assets; and managing distributed development of knowledge models and solution trees.
From this list one can readily conclude that analysis and reporting is a very hot topic.
Customers declared the meeting extremely valuable. "I wrote down 3 things in the first hour that will help me tremendously." - Sven Obertopp, Versatel.
All participants expressed their interest in meeting again. The group identified 13 topics for the next meeting in the areas of solution trees, knowledge models, metrics and human resources.
A webinar built around the input from the group is scheduled for 26 June at 5pm. Please contact Michel Manago, Director Product Management, 
michel.manago[aet]empolis.com if you would like to join.
empolis participants had the opportunity to learn in detail the applications of these important customers; hear the issues they struggle with; establish relationships after 2 days together; get direct feedback on the empolis product roadmap; and collect specific requirements for analysis and reporting, a key development area for upcoming releases.
This successful customer advisory board was one of a series of similar events, which will be organized in the next months to address specific customer requirements. Your suggestions are welcome; please contact Michel Managomichel.manago[aet]empolis.com.
On May 21 - 22, nine empolis customers from Fujitsu Siemens Computers, Moeller, Nokia Siemens Networks GmbH, Siemens A&D, Siemens SBS, O2 and Versatel gathered in Munich for this customer meeting. Each presented his current accomplishments and discussed challenges with Susan E. Aldrich, Patricia Seybold Group and empolis executives. There were several common themes. All participants were engaged with empolis technology to transform support activity from an artistic endeavour to a scientific, predictable, repeatable, and scalable process by automating the capture and delivery of knowledge.
