The Product KB is designed to solve business challenges related to Knowledge Management. Ensure your Product KB Solution delivers the results you need by measuring its success using key performance indicators (KPIs). These outcomes should focus on addressing the Knowledge Management needs that are common across your organization.
Measuring against KPIs specific to the Product KB allow you to determine:
- What information and updates are being utilized for reference and communication with customers?
- What features are most significant to your product and what key pieces of information are they accessed on a regular basis?
- What roadmap items do your customers care about and how do these plans fit into your overall strategy?
- What assets are available to communicate product features and development to customers?
- Who are the key SMEs per product feature and what can they offer to the organization?
Key goals and objectives
Some key goals and objectives to keep in mind when determining KPIs for your Product KB include:
- Increase understanding of Product features and offering
- Improve efficiency in communicating Product information and roadmap
- Decrease siloes of knowledge
- Centralize requests for information and collateral
You should incorporate the Product KB Solution into your existing internal business processes. Think about what processes, policies or procedures might have to change or be updated.
- Do SOPs need to be updated? (e.g. are certain information topics held in a Product KB instead of elsewhere?)
- Are there processes that need to change? (e.g. how to leverage the Product KB for communications or iterations)
Some key areas to pay close attention to when measuring the success of your Product KB include:
- Folder channel for Roadmaps
- Feature card activity
- Product requests and ideas channels
- Product downloads channels
Below are some recommended KPIs for measuring the success of your Product Room Solution. Keep in mind that some of these recommended KPIs will align with your organization's goals and objectives, while others may not. It's critical to align KPIs with your unique goals and objectives to accurately measure success.
- X% increase in the number of discussion forum items posted to the ideas and requests channels
- X% increase in the number of views of discussion forum items posted to the ideas and requests channels
- 100% of all roadmap documents are included in the Roadmaps folder
- X% decrease in requests for product feature information
- X% increase in the number of documents posted in the Product KB folder channels
- X% increase in the number of views of the Product KB’s documents
Note: KPIs are generally time-based and should be evaluated and/or modified on a specific cadence (e.g. quarterly).