What we've learned about implementing a solution like CustomerVision within an organization:

• Have a defined need, desired result, objective (not just a desire to implement technology)
   
• Roll-out is different for a knowledge based solution than a transactional system roll-out; deliver the system to as many users as possible, 'vs' a managed roll-out to a set user group for the best results as you never know who will use and get this rolling with a collaborative system
   
• Communicate, communicate, communicate...reinforce usage of the system, help users setup alerts & bookmarks, email them pages of interest, etc.  This is a change management initiative for them so reintroduce to the user group many times and create links to the site for learning, etc. to help engage users.
   
• Ask the Expert is a piece of the CustomerVision solution that, if engaged, has proven that content can be captured dynamically and create a tacit knowledge capture that is critical to on-going population of the knowledge base and future learning, while reducing costs and time for the organization.
   
• Run the real-time reports to determine relevant content, what content is irrelevant and where to improve this, as well as usability.
   
• Like any web-based site, build new content and information on a frequent basis to warrant the user to return to the site, etc.
   
• Create links from other sites, systems, etc. to make your CustomerVision site easily accessible, etc.
   
• Brand the url or site to something that will engage your users,
   
• It doesn't have to be perfect out-of-the-box, continue to improve, add relevant knowledge and information, as time goes.