Businesses that care about customer success are slowly adopting an intelligent swarming support model. By lowering the barriers to knowledge, businesses can empower experts, both internal and external to an organization, by allowing them to autonomously capture and reuse information by authoring, editing, and requesting content in real time. This constant, iterative interaction with the knowledge layer by experts forces knowledge content to remain up-to-date, to be purposefully, and to constantly evolve. Collaboration models are essential for customer success but require stringent internal controls to hold authors accountable for their work. This accountability is what keeps a knowledge layer tight, targeted, and focused so that the content being delivered is in line with what is being released by product development. MindTouch realized the importance of incorporating internal controls into our software early on and have, with each release, slowly improved the reach, granularity, and quality of our internal control toolset.

What is Site and Revision History? 

MindTouch is offering, in open Beta, an extremely robust dashboard that tracks both the site history as well as the revision history. These internal control tools are extremely powerful because it lets businesses quickly overview all the changes made across an entire site, identify who made the change, and when the change was made. By being able to compare revisions side-by-side, section editors can revert and undo changes to reflect a previous version, track how their content is evolving, and see who their key expert contributors are.

With the latest release, MindTouch now integrates the following events into its site and revision history. The features have, consequently, become more powerful, the design more user friendly, and the functionalities more granular. In other words, MindTouch customers can mine more data, customize with more flexibility, and tighten their control of their document management system.

Previous Events Tracked:  

  • Reverting a page
  • Copying a page
  • Moving a page
  • Deleting a page
  • Restoring a deleted page
  • Creating a new page
  • Reverting to a previous version of the page
  • Updating the contents of a page
  • Restoring a deleted file
  • Copying a file
  • Moving a file
  • Deleting a file
  • Adding a new version of a file
  • Attaching a new file

New Events That Are Being Tracked: 

  • Reverting page conflicts related to files
  • Update the display name for the page
  • Resetting the url and display name of the page to be the same
  • Change the capitalization of any letters in the url for a page
  • Creating a new description, or custom property, for a file
  • Updating a description, or custom property, for a file
  • Deleting a description, or custom property, for a file
  • Creating a new page property
  • Deleting a page property
  • Updating a page property
  • Updating permissions for a page (More granular)
  • Remove grants from permissions (More granular)
  • Adding new grant(s) to permissions (More granular)
  • Adding or deleting a tag on a page (More granular)

Why does Site and Revision History Matter?  

Site and Revision History serves as an audit trail and captures all the interactions that experts have with a knowledge layer. Section editors can use this snapshot of events to track the evolution of a piece of content, hold authors accountable for their work, control what needs to be filtered, and determine what the next steps are. As it is impossible to erase the history, section editors can dynamically compare content written at different points in time and choose to compare, revert or undo any changes. This functionality is extremely robust. Even when you revert back to a previous instance, MindTouch will not erase any history. Instead, the Site History and Revision History will show that a new event has been created.

If you haven’t used the Site History and Revision History tools yet on MindTouch, we would highly recommend that you give it a try. These tools will amplify your company’s ability to monitor, track, and manage content knowledge in a collaborative environment. Businesses will now be able to overview their entire knowledge layer, pinpoint weaknesses, and make quick, actionable decisions in real time. 

For more information, please check out our MindTouch Customer Success Center.

As many of you know, MT Survivor 2014 started in February.  We have successfully finished two challenges and 50 Shadez is in the lead by a whopping 30 points!

Challenge 2 consisted of a riddle, searching for a missing cache and the final outcome locating the missing rabbit’s foot.  After three weeks it was found in Presidio Park by Ryan F and Hsin-Ju.

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I received the confirmation via Ryan C. on Friday, April 11.

Hello Tara, from all of us at 50 Shadez :)

Our search party lead by RyanF and Hsin-Ju have located the rabbit’s foot, and triumphantly brought it back to the MindTouch Café (photographical proof attached).

If you’ll allow me the luxury of a short poem:

foot of the rabbit

a lost item found again

hung on head held high

Let me know if you have any questions on this one!

– Ryan C.

Way to go MindTouchers!

 

For more information regarding MT Survivor contact Tara at [email protected]

 

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A couple weeks ago we shut down Developer.MindTouch.com and as a result have received a lot of feedback from longtime MindTouch Core (open source) users. Even after a three year wind down period of MindTouch Core and Platform it seems we could have decommissioned this better by giving everyone more notice that this old site was coming down. Sorry about that.

Why did we take down the old developer center?

  1. Our Customer Success Center has a lot more information and it’s up to date.

  2. The old developer forums were a den of SEO link farmers.

  3. Maintaining the forum software updates and moderating required significant resources.

  4. Most importantly, the old developer site was specific to retired products.

  5. Existing and prospective customers were discovering old information about retired projects and were confused.

What if you want access to something from the old site?

No problem. We’re going to migrate some of the old knowledge from developer.mindtouch.com to the Customer Success Center. Even though the documentation is aged and possibly obsolete, we understand that it may be helpful to have around for some of the legacy users.  Simply use the suggest article form to let us know which pages you want migrated and we’ll take care of the rest.  If you could provide a URL and some context, that would be extra helpful.

When we took down the old developer site my goal was to provide an exceptional experience to our customers (and users) and by all metrics our new Customer Success Center exceeds expectations. Unfortunately, we could have done a better a job in communicating. I realize now that this was an abrupt change for users of developer.mindtouch.com and we’d like to remedy this.

Thanks for understanding,

Damien Howley
VP, Customer Success

 

Back by popular demand, MindTouch has once again created a Top 50 list of Influencers to identify, chart, and highlight the accomplishments of active thought leaders in the customer success space. Whether you’re B2B or B2C business, you would benefit greatly should you choose to connect and follow these customer success influencers. MindTouch has been researching and publishing these reports to the customer success community since 2009 by using data generated from Little Bird to amplify customer success, create new relationships, and spark discussions.

We want to hear from you! Give us a shout @MindTouch!

— MindTouch, Inc (@MindTouch) April 11, 2014


These are the top 10 #cx influencers: 

  • @Hyken – Shep Hyken
  • @Loyalty360 – Loyalty 360
  • @tedcoine – Ted Coine
  • @annettefranz – Annette Franz
  • @forrester – Forrester Research
  • @bsdalton – Barry Dalton
  • @JeanneBliss – Jeanne Bliss
  • @MarshaCollier – Marsha Collier
  • @billquiseng – Bill Quiseng
  • @katenasser – Kate Nasser

These are the top 11-20 #cx influencers: 

  • @PeterLavers – Peter Lavers
  • @MJohnsonLoyalty – Mark Johnson
  • @btemkin – Bruce Timken
  • @rwang0 – R Ray Wang
  • @KnowledgeBishop – Tristan Bishop
  • @rbacal – Robert Bacal
  • @nporte – Nancy Porte
  • @AlanSee – Alan See
  • @Bob_Thompson – Bob Tompson
  • @CXJourney – CX Journey™

If you haven’t heard already, there’s a brand new LinkedIn Group for professionals who want to learn more about customer success tactics. It’s still in its early stages, but we highly urge all of you to join, highlight your expertise, and promote your content. We’ll be using this group to engage, discuss, and network with all those who are involved in customer service, support, experience, and success.

These are the top 21-30 #cx influencers: 

  • @flavmartins – Flavio Martins
  • @greg_levin – Greg Levin
  • @BradBennett – Brad Bennett
  • @mikewittenstein – Mike Wittenstein
  • @ariegoldshlager – Arie Goldshlager
  • @brianvellmure – Brian Vellmure
  • @marketingpros – Ann Handley
  • @FrankEliason – Frank Eliason
  • @ColinShaw_CX – Colin Shaw
  • @customerthink – CustomerThink

These are the top 31-40 #cx influencers: 

  • @MKCallConsult – Melissa Kovacevic
  • @JontyPearce – Jonty Pearce
  • @RoyAtkinson – RoyAtkinson
  • @kerrybodine – Kerry Bodine
  • @mycustomer – MyCustomer.com
  • @colinsataylor – Colin Taylor TRG
  • @TedRubin – Ted Rubin
  • @Jeanniecw – Jeannie Walters
  • @expertinservice – James Sorensen
  • @mjayliebs – Mitch Lieberman

These are the top 41-50 #cx influencers: 

  • @erinraese – Erin Raese
  • @andy_mcf – Andrew McFarland
  • @Aimee_Lucas – Aimee Lucas
  • @enthused – Steve Curtin
  • @9INCHmarketing – Stan Phelps
  • @CXMWorld – CXMWorld
  • @Customer_Event – Next Generation CX
  • @pgreenbe – Paul Greenberg
  • @KentHuffman – Kent Huffman
  • @bartdecraene – Bart De Craene

Most Active Customer Experience InfluencersAre you on our influencer list? Congratulations, here’s your badge! You’ve earned it for your work in pushing the edges of your field. You’re an innovator who’s elevating and promoting your field. Thank you. Grab the code below and display your badge with pride. You’re in excellent company.

You can use this snippet to add your badge to your website or blog:

<a href="http://www.mindtouch.com/blog/2014/04/11/2014-top-50-most-active-influencers-in-cx-customer-experience/" title="MindTouch Top 50 Most Active Customer Experience Influencers"><img src="http://www.mindtouch.com/wp-content/uploads/2014/04/badge.png" alt="Most Influential in Customer Experience" border="0" ></a>

Check back to find out who made the list of top 10 blogs in content strategy, customer experience, and knowledge management, or follow us on Twitter to find out right away when we post the next list.

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To remain competitive, businesses need to refresh their perceptions about the goals and capabilities of their customer support organizations. It is no longer about employing a break-fix methodology to ensure immediate customer satisfaction. Customer support should, instead, be viewed as a channel for easy customer interaction, within which a business could amplify its reach through branding, lead generation, and knowledge building. According to Forrester Research, “a loyal customer is willing to spend a larger wallet share during their engagement lifetime with a company and what that means is that customer loyalty is correlated to increased revenue.” See Forrester Analyst Kate Leggett and MindTouch CEO Aaron Fulkerson, Customer Support Practices to Create a Profit Center (Forrester Feb. 27, 2014). The landscape for support is shifting and industry leaders are quickly adopting new practices to empower customers and capture their loyalty by providing quality, easy service.

“Most businesses are moving to a subscription model and customer retention is extremely important,” states Aaron Fulkerson, MindTouch CEO, “Getting product knowledge into web native formats and delivering it across all customer support channels will drive organic site traffic, prospective buyer traffic, and improve your net promotor score.”

To get the whole Forrester Research video, please sign up here.