Three little words have turned enterprise knowledge management, and specifically information and knowledge related to customer service, on its head in recent years: "Just Google It." A recent study from Fleishman-Hillard found that 89 percent of consumers go directly to business websites or turn to Google, Bing, or another search engine to find information on products, services or businesses before any human to human interaction takes place, if it ever does.


With the rise of search, brand transparency and agile channeling, corporate knowledge can no longer be contained within an organization's pre-determined boundaries; it must become an infinite, available and ever-evolving resource. Here are five keys to successfully delivering on an enterprise knowledge management strategy for customer service and support.

1. Internal Collaboration