Azleen here. I need your help, and it’s pretty urgent. As you know, I’m in the midst of transforming the marketing team into a high-performing growth engine. For that engine to run, it needs fuel—a good one. This is where you and your team play a huge role.
The marketing team is now populating massive amounts of information into a knowledge base. Basically, it is a shared directory with enough information that ensures the responsible individuals on my team can handle the initial layer of inquiries, technical complaints, and customer feedback with precision.
The idea is simple. I want any information that requires us to share with the customers to be accurate, updated and immediately available. Right now, my team pings yours for product specifications, services-related information, product images, video footage of the installation works and manuals. The response could be in minutes or weeks. Some came back after a month or so. This method is not sustainable, and it must end now. I want Marketing to have the information it needs available in hand so we can resolve customer issues in real-time or help the sales team with proposals without knocking on your door. This simple gesture could probably help us generate better leads, too.
Here’s how I want to achieve this. I need one person to work closely with my knowledge base lead, Haziq, and begin a structured upload of all key documentation into the right folders and sub-folders in the knowledge base. We’ve already created a series of folders and sub-folders for stuff like user manuals, technical specifications, raw video footage, product images, and process flows. These are the present stages we are in right now. Once this is completed, we will create a few more folders and sub-folders, and the same process will repeat. Starting next week on Monday at 10 am, the person you’re appointing must join our weekly meeting just for 15 minutes. Only for two weeks. This will help us to continue populating the knowledge base properly as we go along.
I’ve tasked Haziq with having the architecture ready by this coming Friday. Kindly help to recommend whom he can talk to from your team. This knowledge base project must conclude in 2 weeks, as I need to quickly move on to the other parts of the transformation stuff. Let me know if you need more info about this.
Thanks again Jill.
Azleen.
P.S. Thanks for reading. Text now if you require a CMO.
