Execs care about money and results. This article gives some best practices for pitching KM:

• Start with the current state: Show what things were like before. Think onboarding time, call handling time, and rework rates. Track relevant metrics regularly.
• Be clear on goals: Use SMART goals in plain English. Examples: cut support training from 12 to 9 weeks by Q2; reduce double R&D work by 15% in 18 months; boost NPS by 5 points in a year.
• Show results, not activities: Activities are busy work; results get us money. Examples: fewer calls, quicker calls, faster projects, less turnover, faster money.
• Talk to stakeholders: CFOs: Cost savings. Sales: Conversions and quotes. HR: Onboarding speed and retention. Operations: Mistakes and time.

Example: We cut call handling time by a minute across 9,000 calls, saving 150 agent hours, by making articles easier to find.

Now, I'd love to hear your stories:

1. What good KM results have you seen?
2. What baseline metrics did you use and why?
3. What dollar amount can you put on KM's impact?
4. What didn't work with leaders, and what did?