Winning Over Coworkers, Collaborators, and Customers to a New Knowledge Exp.
summary
Built a crowdsourced digital self-service guide, Splunk Lantern, launched May 2020 and now serving tens of thousands monthly; uses Slack, Zoom, Airtable intake forms and a Qualtrics pop‑up survey (17% engagement) to recruit and measure contributors; reports 700% growth in returning users and a 92.5% satisfaction rating; relies on internal promotion, attributed authorship, a lightweight editorial workflow (editors polish full drafts, not ghostwrite), and measurable adoption wins despite third‑party platform and integration limits.
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chapters (9)
- 0:00Start
- 1:21Splunk Lantern Customer Success Center
- 4:10The Challenges
- 12:25Collaborators: Be Open to Ideas
- 17:06Coworkers (Site Users): Integrate
- 18:25Coworkers (Executives): Create Your Own Success Metrics
- 20:02Coworkers (Executives): Think Like an Executive
- 22:10Coworkers (Executives): Ask for Help
- 24:07Customers: Promote
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