The Smarter Support BookstoreSM is a comprehensive set of books and e-books written for support professionals that cover all aspects of support, whether you’re just starting out or you have decades of experience.
The Art of Support NEW – the second edition of the classic blueprint for managing customer success and support. Now out and available!
Collective Wisdom – a guide to managing knowledge in support organizations.
Selling Value – everything you always wanted to know about designing and selling support packages
E-Books about Customer Success
Smarter Customer Success NEW – from strategy definition to customer segmenting, to implementation, a guide for starting a Customer Success program and organization
Smarter Customer Success Hiring NEW – a complete methodology and 300+ pre-tested interview questions for hiring CSMs and TAMs
E-Books about Support
Smarter Support Strategy – how to use the Five Layers of Support ArchitectureSM to foster strategic thinking in your organization
Smarter Support Budgeting – a hands-on guide to support staffing models & budgets, with 4 templates for different types of support organizations
Smarter Support Hiring – a complete methodology and 585+ pre-tested interview questions for hiring support engineers/reps/analysts
Smarter Support Hiring II – Hiring Support Managers – methodology and 566 interview questions for hiring managers and directors
Smarter Support Metrics – a complete guide to creating meaningful metrics for operations of all sizes
Smarter Support Rollouts – all you need to get ready for a new product, release, or process.
Smarter Support Escalations – managing support escalations to make customers happy while keeping your staff sane
Smarter Support Outsourcing – everything you need to select a good outsourcer and manage it for the long-term
A Smarter Start – the blueprint for creating new support organizations from the ground up
E-Books from the Classic Collection
20+ Ways to Cut Support Costs – cut costs while maintaining customer satisfaction and employee satisfaction
Best Practices for Quality Monitoring – a structured methodology to increase customer satisfaction
Best Practices in Self-Service Support – 12 steps to increase customer satisfaction and cut costs by letting customers help themselves
Don’t Play Go Get a Rock: A Complete Guide for Flawless Technical Support Skills – 22 winning techniques to increase customer satisfaction and productivity
Just Enough CRM – the hands-on, no-fluff guide to selecting and implementing CRM systems that work
One Big, Happy, Multicultural Family? – managing global teams to serve customers in their own time zones and their own languages, and at a lower cost
Training Programs that Work – cost-effective strategies for global organizations