Consortium Member Survey 2015

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* 1. In order to help prioritize the Consortium's work for 2015, rank the initiatives in order of most valuable (1) to least valuable (7). Select "Not of Value" if this is not something that is of interest to you.

For more detailed description visit www.serviceinnovation.org/our-work or the Consortium wiki at wiki.serviceinnovation.org

Adopting and Sustaining KCS - Knowledge-Centered Support: an industry-recognized best practice for knowledge management.

Not of value

Future of KCS - Evolving the KCS methodology to include how KCS works in the absence of a case or ticket, and best practices in functional areas and industries outside of support.

Not of value

Adopting and Sustaining Intelligent Swarming - a new way to align resources to work. It involves removing the tiers of support and, when appropriate, calling on the expertise of a “swarm” of analysts.

Not of value

Communities, Social Networks, and Support - When integrated correctly into service strategy, social can be a powerful tool. Members have developed the three tenets of social and support: 1) Monitor, Listen, Learn 2) Let Social Support Social and 3) Improve, Inform, Influence.

Not of value

Customer Success Initiative - including a customer touch point model and techniques for understanding and improving the customer experience.

Not of value

Predictive Customer Engagement - a double-loop model for listening, analyzing all assets, and applying business rules in order to communicate predictive actions and then analyze the impact and effectiveness of those actions.

Not of value

Leadership Framework for Service Excellence - As we move away from traditional, hierarchical organizational structures and toward the organization as a network, the Leadership Framework aims to provide guidance around business strategy, people, measurements, process and structure, and technology.

Not of value

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* 2. What are the two or three biggest challenges you face over the next two years?

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* 3. How can the Consortium best help you meet those challenges?

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* 4. Rank the different types of events offered by the Consortium in order of most valuable (1) to least valuable (6). Select N/A if you have not participated in that event.

Program Team Meetings: in person

N/A

Program Team Meetings: online

N/A

Conference Calls: DeepDives and ConversationStorms

N/A

Annual Member Summit

N/A

Annual Executive Summit

N/A

Leadership Committee Meeting (Benefactor and Sponsor members only)

N/A

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* 5. Would you like to participate in more Consortium events?

Yes

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* 6. If you would like to participate in more Consortium events, what could we do to improve your ability to do so (communication, timing, travel, budget etc.)?

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* 7. Rank the value of the different types of resources offered by the Consortium.

	Extremely valuable	Very valuable	Valuable	Somewhat valuable	Not valuable	Didn't know it existed
Case Studies - Member success stories available on Consortium website	Case Studies - Member success stories available on Consortium website Extremely valuable	Case Studies - Member success stories available on Consortium website Very valuable	Case Studies - Member success stories available on Consortium website Valuable	Case Studies - Member success stories available on Consortium website Somewhat valuable	Case Studies - Member success stories available on Consortium website Not valuable	Case Studies - Member success stories available on Consortium website Didn't know it existed
Best Practices Guides (KCS Practices, Adoption, Measurement Matters) available on KCS Resources page	Best Practices Guides (KCS Practices, Adoption, Measurement Matters) available on KCS Resources page Extremely valuable	Best Practices Guides (KCS Practices, Adoption, Measurement Matters) available on KCS Resources page Very valuable	Best Practices Guides (KCS Practices, Adoption, Measurement Matters) available on KCS Resources page Valuable	Best Practices Guides (KCS Practices, Adoption, Measurement Matters) available on KCS Resources page Somewhat valuable	Best Practices Guides (KCS Practices, Adoption, Measurement Matters) available on KCS Resources page Not valuable	Best Practices Guides (KCS Practices, Adoption, Measurement Matters) available on KCS Resources page Didn't know it existed
Consortium wiki - meeting notes and Member presentations	Consortium wiki - meeting notes and Member presentations Extremely valuable	Consortium wiki - meeting notes and Member presentations Very valuable	Consortium wiki - meeting notes and Member presentations Valuable	Consortium wiki - meeting notes and Member presentations Somewhat valuable	Consortium wiki - meeting notes and Member presentations Not valuable	Consortium wiki - meeting notes and Member presentations Didn't know it existed
Events page - upcoming events on Consortium website	Events page - upcoming events on Consortium website Extremely valuable	Events page - upcoming events on Consortium website Very valuable	Events page - upcoming events on Consortium website Valuable	Events page - upcoming events on Consortium website Somewhat valuable	Events page - upcoming events on Consortium website Not valuable	Events page - upcoming events on Consortium website Didn't know it existed
Newsletters - quarterly emails containing event summaries and upcoming events	Newsletters - quarterly emails containing event summaries and upcoming events Extremely valuable	Newsletters - quarterly emails containing event summaries and upcoming events Very valuable	Newsletters - quarterly emails containing event summaries and upcoming events Valuable	Newsletters - quarterly emails containing event summaries and upcoming events Somewhat valuable	Newsletters - quarterly emails containing event summaries and upcoming events Not valuable	Newsletters - quarterly emails containing event summaries and upcoming events Didn't know it existed
Members-only emails - upcoming events and reminders	Members-only emails - upcoming events and reminders Extremely valuable	Members-only emails - upcoming events and reminders Very valuable	Members-only emails - upcoming events and reminders Valuable	Members-only emails - upcoming events and reminders Somewhat valuable	Members-only emails - upcoming events and reminders Not valuable	Members-only emails - upcoming events and reminders Didn't know it existed
Video summaries - 3-5 minute highlights of face-to-face meetings	Video summaries - 3-5 minute highlights of face-to-face meetings Extremely valuable	Video summaries - 3-5 minute highlights of face-to-face meetings Very valuable	Video summaries - 3-5 minute highlights of face-to-face meetings Valuable	Video summaries - 3-5 minute highlights of face-to-face meetings Somewhat valuable	Video summaries - 3-5 minute highlights of face-to-face meetings Not valuable	Video summaries - 3-5 minute highlights of face-to-face meetings Didn't know it existed
Recordings of DeepDives and ConversationStorms - online meeting recordings	Recordings of DeepDives and ConversationStorms - online meeting recordings Extremely valuable	Recordings of DeepDives and ConversationStorms - online meeting recordings Very valuable	Recordings of DeepDives and ConversationStorms - online meeting recordings Valuable	Recordings of DeepDives and ConversationStorms - online meeting recordings Somewhat valuable	Recordings of DeepDives and ConversationStorms - online meeting recordings Not valuable	Recordings of DeepDives and ConversationStorms - online meeting recordings Didn't know it existed
KCS Certification program - KCS Academy program to earn industry recognition for your mastery of KCS practices.	KCS Certification program - KCS Academy program to earn industry recognition for your mastery of KCS practices. Extremely valuable	KCS Certification program - KCS Academy program to earn industry recognition for your mastery of KCS practices. Very valuable	KCS Certification program - KCS Academy program to earn industry recognition for your mastery of KCS practices. Valuable	KCS Certification program - KCS Academy program to earn industry recognition for your mastery of KCS practices. Somewhat valuable	KCS Certification program - KCS Academy program to earn industry recognition for your mastery of KCS practices. Not valuable	KCS Certification program - KCS Academy program to earn industry recognition for your mastery of KCS practices. Didn't know it existed
KCS Verified program - KCS Academy program for knowledge management tools for vendors to demonstrate they provide functionality to support the KCS practices.	KCS Verified program - KCS Academy program for knowledge management tools for vendors to demonstrate they provide functionality to support the KCS practices. Extremely valuable	KCS Verified program - KCS Academy program for knowledge management tools for vendors to demonstrate they provide functionality to support the KCS practices. Very valuable	KCS Verified program - KCS Academy program for knowledge management tools for vendors to demonstrate they provide functionality to support the KCS practices. Valuable	KCS Verified program - KCS Academy program for knowledge management tools for vendors to demonstrate they provide functionality to support the KCS practices. Somewhat valuable	KCS Verified program - KCS Academy program for knowledge management tools for vendors to demonstrate they provide functionality to support the KCS practices. Not valuable	KCS Verified program - KCS Academy program for knowledge management tools for vendors to demonstrate they provide functionality to support the KCS practices. Didn't know it existed

Consortium Member Survey 2015

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* 2. What are the two or three biggest challenges you face over the next two years?

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* 3. How can the Consortium best help you meet those challenges?

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* 4. Rank the different types of events offered by the Consortium in order of most valuable (1) to least valuable (6). Select N/A if you have not participated in that event.

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* 5. Would you like to participate in more Consortium events?

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* 6. If you would like to participate in more Consortium events, what could we do to improve your ability to do so (communication, timing, travel, budget etc.)?

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* 7. Rank the value of the different types of resources offered by the Consortium.

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* 8. What benefits are you looking to gain from your participation?

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* 9. Your email address.

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* 10. What is your role in your organization?