Presented by Irrevo


Dave Cutler
VP of Customer Success, Venafi

As the VP of Customer Success at Venafi since 2011, he's driven Customer Success initiatives leading to 99% customer retention/renewal each year. Under Cutler, Novell Technical Support Centers became SCP certified in 2005,won the 2007 HDI "Team Excellence" award, and entered the Association of Support Professionals (ASP) Hall of Fame by being recognized among the "Ten Best Web Support Sites" for four consecutive years 2007-2010.

Cutler earned a BS degree in Computer Science from Brigham Young University and has completed post-graduate business courses including Harvard's General Manager Program. He was 2006 Chairman of the Board for the Utah Valley Chamber of Commerce. Other boards have included The Consortium for Service Innovation, Utah Technology Council, Timpanogos Regional Hospital and Lone Peak Hospital

Jennifer Crippen
Senior Consultant, DB Kay & Associates

Jennifer Crippen joined DB Kay & Associates, Inc., in July of 2010 with 25 years of experience in Customer Support. Jennifer has a wealth of experience in Knowledge Centered Support practices and implementations, operational management in Support and self-service localization strategy. She is KCS Trainer Certified and spends most of her time delivering multiple KCS-focused classes.

Laurel Poertner
Knowledge Strategist, Irrevo

Laurel has over 10 years of executive management experience in the software industry. Her background consists of Customer Service and Support management while incorporating Knowledge Management into all of its operations. Laurel has developed service standards and frameworks for knowledge management, content management, self-service and social media management programs. She has implemented Knowledge Centered Support practices while leading global technical support teams and is certified in KCS v5 practices.


Melissa Burch
Knowledge Strategist, Irrevo

Melissa has been involved in knowledge management programs for over 17 years. During that time, she's had the privilege of participating in many projects across many areas including knowledge program governance and workflow models, technology and program transitions, content migration projects, and community program adoption.

Melissa's passion is the art of using knowledge to maximum benefit for customers. Her role as Knowledge Strategist with Irrevo allows her to collaborate with our clients to unlock greater value of knowledge.


Designing your knowledge program initiative is just the first step. The next critical step is to put the plan into action and build the momentum and support to take it the distance.

In this webinar, we're bringing together a panel of top experts to explore what it takes to create an enterprise-wide knowledge management system that really sticks.

Topics include:

  • Managing the pace of change for sustained growth
  • Finding the right internal leaders who can keep teams energized and focused
  • How to help your people embrace change in daily activities while making them feel personally invested in the process
  • Supporting your teams with the right resources and training
  • Creating company-wide focus, communication, and enthusiasm around a common cause

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