In this episode of Smarter by Design, we talk with Susan Strom, Chief Client Officer at Knowledge Architecture, about the patterns she’s seen across the most successful Synthesis teams. Drawing on years of implementation experience, Susan explains how great teams build momentum, lead change intentionally, and bring people into the process one person at a time.

We explore the human side of intranet, LMS, and AI Search rollouts—what strong project champions do, how they prepare their organizations, and the leadership behaviors that consistently set teams up for long-term success. Whether you're evaluating Synthesis or preparing for a new implementation, this conversation offers practical insight into what the best teams do differently.

Susan Strom, Chief Client Officer, Knowledge Architecture

As our Chief Client Officer, Susan ensures our clients have the resources they need to be successful. Those resources include best practices, training, documentation, and a team of Knowledge Architecture experts who guide our clients every step of the way.

During her time at Knowledge Architecture, Susan has led nearly 200 AEC intranet implementations, produced dozens of intranet case studies, and been instrumental in building our client community and client success program. Her previous roles in human resources, construction management, and engineering systems at Mazzetti and Gilbane Building Company allow her to draw upon a broad range of industry experiences to help our clients succeed.

📗 "What I’ve Learned from Our Best Synthesis Intranet Implementation Project Managers" article on Linkedin

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Host: Christopher Parsons Executive Producers: Denise Parsons, Christopher Parsons Editor: Coe Hoeksema Theme Song: “We Took the BART” — Written and Performed by The Parents

(00:00) Introduction

(02:48) What Does a Chief Client Officer Do?

(05:45) Inspiration for the Article

(08:27) 1: They Understand How Your Firm Ticks

(13:25) 2: They're Strong Change Leaders

(20:11) Implementation as a Professional Growth Opportunity

(22:08) 5: They Have the Time and Space to Lead

(24:20) 4: They Represent Both Practice and Operations

(29:16) 3: They Influence With or Without Authority

(31:33) When do firms struggle with implementation?

(33:26) Intranet Success Mindset Post-Launch

(36:51) Who is Best to Sustain and Grow the Intranet Post Launch?

(39:32) It's About Change Management

(43:40) The Role of the Executive Sponsor

(49:24) Just Start: The Right People Will Emerge

(50:57) The KA Community Factor

(53:10) Future Goals: Codifying Ongoing Strategy

(56:54) Closing