John Ragsdale on Why KM Programs Fail, Support Culture, and more

John Ragsdale is a distinguished researcher and the vice president of technology ecosystems for TSIA. He recently shared a wealth of knowledge with me, including how he started in support and KM, why vendors aren’t finding success with support improvements, how the move to cloud/SaaS has negatively impacted certain support practices, how customer support can help an organization weather the upcoming economic headwinds, his findings and thoughts about technical debt, how culture can kill any KM program, how support can get a seat at the executive leadership table, and more.


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