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Can Inefficient Onboarding Cost You $0.5M/year? (Part 2/5 - The Secret of PUSH and PULL Knowledge)

Let's take a quick look at the theory today. In the world of business, knowledge comes in two forms: PUSH and PULL. Imagine PUSH knowledge as the treasure trove of information handed to you on a silver platter during your onboarding process. It's the meticulously crafted documentation, and the comprehensive training courses—all designed to equip you with the tools you need to excel in your role.

But here's the catch: no matter how thorough the documentation, there will always be gaps to fill, questions to answer, and uncertainties to navigate, especially in some turbulent industries. This is where PULL knowledge comes into play. When faced with a challenge or a missing piece of the puzzle, you find yourself reaching out, pulling information from colleagues, mentors, or the vast expanse of the internet.

Now, you might be thinking, "Isn't that what onboarding documentation is for? Shouldn't we be focusing on creating more comprehensive manuals and training materials?" While documentation certainly is irreplaceable, pouring endless hours into creating the perfect onboarding package isn't always the solution.

Consider this: the more information you cram into those manuals, the more overwhelmed and disoriented your new hires may feel. It's like trying to drink from a firehose—sure, you'll get a lot of water, but you'll probably end up drenched and gasping for air.

So, what's the alternative? Instead of drowning in a sea of documentation, imagine a streamlined process where information flows effortlessly, like a well-oiled machine. This is the essence of efficient communication—the art of managing the transfer of PULL knowledge in a way that minimizes disruptions across your company and maximizes productivity.

But just how big of a problem are we talking about here? Stay tuned as we delve deeper into the hidden costs of inefficient communication practices and explore the untapped potential of optimizing knowledge-sharing processes within your sales and CSM teams.


More insights coming soon! Stay tuned for the next part...

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