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Books and articles written for support and customer success professionals, whether you’re just starting out or you have decades of experience.
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The Art of Support
Collective Wisdom
Selling Value
Second edition of the classic blueprint for managing customer success and support
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A guide to managing knowledge in support organizations
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A guide to designing, marketing and selling support packages
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Recent Posts
Are you looking at the DIY support experience?
You likely spend a lot of time and effort crafting a good self-service experience for your customers. For instance, You keep ...
Keep reading »Are you proud of your support website?
You could win an ASP’s Support Website Award! I will be a judge for the ASP’s Support Website Awards again ...
Keep reading »Structuring the Troubleshooting Process
Are your support cases taking a long time to get resolved? Do support engineers have to go back to customers ...
Keep reading »5 Reasons Why Support Engineers Don’t Contribute to the Knowledge Base
Continuing our 5 Reasons series, this month we talk about why support engineers are not contributing enough to the knowledge ...
Keep reading »Upcoming Conference Presentation: KCS with All Post-Sales Teams
I’ve been invited by Support Driven to present at their upcoming conference in Las Vegas on August 11-12. The title ...
Keep reading »
