Regardless of the company’s technological maturity level, keeping a team aligned and with easy access to the information they need can be a challenge for a manager.
There are currently several resources that help teams manage their tasks and files, but how efficient is this when it comes to Knowledge Management?
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- What is Knowledge Management?
- What are the benefits of Knowledge Management for an inside sales team?
- How to develop Knowledge Management?
What is Knowledge Management?
Knowledge Management is a culture that seeks to strategically organize a company’s knowledge assets, through their creation, capture, storage, dissemination, use and protection.
It aims to keep all information relevant to the company accessible to its employees, in a simple and easy way.
This prevents them from wasting their productive time looking for the information they need to do their job.
It is common for companies to have key people who hold a great deal of information about the business.
This person is usually the one who has been in the organization the longest, usually occupying the same position.
This employee can be identified as an island of knowledge, since he is one of the company’s greatest knowledge bearers, being essential to solve specific situations.
When an employee like this is absent, it is the moment when the company feels the greatest pain in not having a Knowledge Management culture.
The entire team suffers from lost productivity, as they do not have access to the information they need to perform their tasks.
The losses that the lack of Knowledge Management generates for the organization are revealed by:
- Amount of rework the team needs to do;
- Productivity losses, causing delays in the development of activities;
- Loss of the information in cases of turnover in which, with the employee, the company ends up having to say goodbye to all the knowledge that this professional has accumulated.
By developing a culture of Knowledge Management, it is possible to keep all relevant and essential information for the business within the company, not just in the minds of some employees.
Thus, whenever a professional needs some information, he can easily find it in the Knowledge Management base used by the company.
What are the benefits of Knowledge Management for an inside sales team?
In addition to the general benefits for the company, Knowledge Management also has some advantages when applied to an inside sales team.
Reliability of information
Having a well-managed knowledge base guarantees that there is no wrong or repeated information.
This is because it is possible to control, through curators, what is being placed in the tool, with the purpose of validating, rejecting or approving the content, before it is made available.
If the foundation is in the cloud and collaborative, the upgrade is even easier.
A knowledge base allows you to record all internal procedures, in a sales or business intelligence playbook, for example.
The objective is to maintain standardization between the service provided by team members and prevent basic errors from occurring during the execution of the activity.
Thus, in a moment of uncertainty, it is possible for the employee to consult the base and resolve their doubt quickly, without risking losing a contract because they are insecure.
Autonomy and productivity
Keeping all the information that the professional needs at their fingertips will ensure that they carry out their activities independently, without needing a more experienced employee to devote a lot of time to them.
It will follow the playbook that will be available on the base to provide the best service to your customer, according to the documented methodology.
Having more autonomy, the process becomes more productive, as the employee will have more freedom and security in performing their tasks, not depending on other people to fulfill their goals.
How to develop Knowledge Management?
Before starting to develop this culture, it is important to be clear about the company’s objectives with this application.
Identify what are the knowledge bottlenecks that exist in the business, so that the usability of this process will be more assertive.
After mapping the bottlenecks and identifying the main objective, it is time to collect the information and knowledge that are dispersed among papers, digital files or inside the collaborators’ heads.
With some Knowledge Management techniques, it is possible to make this step more efficient and complete.
Collect as much information as you can and select only what is really relevant. Remember that in this structure, it is important to focus on quality, not quantity.
When you have a good base of collected information, all that’s left is to organize it and keep it in a simple and easily accessible environment.
The last step is optimization and engagement, always looking for improvements in the process and enriching the base.
Keeping the team engaged, feeding the base with new information, the curators well aligned, to approve the content before it is made available, is essential.