Ideas for cross pollinating knowledge in a team

Hello CS family,

I am looking for ideas for cross pollinating knowledge in a team. We would like to improve the interaction and learn from the lessons between the team members.
Thanks!

Best,
Sri

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dperenchio

@William Buckingham recognizing this is an old post but would you be willing to share your process docs with me as well? This a great best practice, thank you for sharing.

Srimathi Parthasarathi

This is interesting William! Could you please send me the process docs, that would be very helpful!

Srimathi Parthasarathi

Thanks Andreas, this is something we do (almost!) but still see a lack in sharing, thanks to all the remote working!

William Buckingham

Hi Srimathi,

If speaking strictly peer-to-peer knowledge sharing, one suggestion would be to do a video/vignette series of sorts. Whenever a team member has a customer win (adoption, risk resolve, expansion, advocacy, etc ect - but make sure criteria is clear) have them fill out a form detailing the win. That gets sent to your CS Enablement person/team. He or she then books an interview with that person to cover the customer, problem/opportunity, how they solved or won it, Etc. Then weekly or bi-weekly send these win videos out to the team. That's a pretty rough overview of it, but if you are curious, I think I have a whole detail of the process I can share. Just let me know.

One thing I like about this is that it give the Enablement team a bit of control regarding WHAT gets shared. It isn't too unlikely someone is doing something they feel is a best practice, yet maybe doesn't scale whatsoever for your model.

Andreas Knoefel

I start with a culture of continuous learning and improvement as a foundation for

a knowledge base that is updated by
- Product with new capabilities
- Support when closing an open issue
- reference architectures for new successful configurations/integrations
- best practice tips
weekly team huddles where issues and solutions are shared
mandatory milestone reflections
mentors for new team members who are linked to their success

Srimathi Parthasarathi

Thanks Fawn! I will take these in!

Fawn Mulholland

Hi Srimathi,

I am curious if you are in a virtual environment or not? Also, if Tutela is highly technical in nature?

Something I have done in the past is a bit like speed dating where we have half the team prepared to give a 5 minute presentation on some key topic and we cycle through breakout rooms where 1 presenter is matched with a viewer/learner. Alternatively, we have also done larger presentation training for 20 minutes on a topic of note which is presented to cross-functional teams.

In addition, it could be helpful to have team members contribute ideas for a knowledge base or LMS for internal education. We are in quite a technical space, so the knowledge share is usually around technical elements of the product - but some of these ideas are not from this current role.

We also produce bi-weekly "Customer Snapshots" where we include the most relevant information about a particular customer in a handful of slides; contract information, key notes, contacts, etc.

Hopefully this helps a little.