Evaluating Knowledge Management for Performance: Case Study in Jurnal.id

: Managing knowledge has been a strategic move in the knowledge-based economy. PT. Jurnal Consulting Indonesia (Jurnal.id) has been the pioneer in providing cloud-based online accounting software for five years. In delivering the product and service, the company relies on the subscription of the users. Customer success division was formed to deliver product knowledge, ensure smooth implementation, and retain the customer. However, the issue arises when there is unequal knowledge distribution among employees, caused by knowledge share clogging, and the unfair establishment of individual KPI. The study is organized by assessing KM maturity, which then mapped into root cause analysis according to APO and KM framework. This study is resulting recommendation on how to close KM maturity gaps, and how to develop KM strategy maps for improved performance of customer success division.