Mid-week musing!!
As someone who has gone through Support, Knowledge Management, Customer Success AND Community Management roles, I have always felt one of the skills that set me up for success was knowing WHO would know the answer.
I never professed to be the ‘professor’, it is unrealistic to think I would have every answer. I would pride myself on knowing the products I work with well. If I did not know the answer, I would most certainly WANT to know for future reference. BUT to help the customer and be successful, knowing WHO knew the answer was always a quicker avenue to success.
Why I set this up, is because today I read a post on Linkedin and it got me thinking.
As I navigate the realm between Customer Success, Community and Knowledge Management, there are similarities and I am trying to find the wording or way to express that overlap.
Finally I think I have found the ‘hook’.
What do CS, KM and CM all have in common????????
CONNECTION ![:chains: ⛓️](https://cdn.jsdelivr.net/emojione/assets/png/26d3.png?v=2.2.7)
Connecting people and resources to achieve success.
That can be internal, external, KB, LMS, Community, Round Tables, QBRs, Exec Forums..... the list goes on.
You could say it is a skill to be successful in any of the above roles.
Interested to know your thoughts on the similarities or even differentiators.
![](https://uploads-us-west-2.insided.com/gainsight-us/attachment/a1c18d48-2dda-41b8-9b83-f307628e6831.png)