Resources
Books and articles written for support and customer success professionals, whether you’re just starting out or you have decades of experience.
Books and eBooks
Recent Posts
Managing Knowledge in the Age of AI: Myths and Truths
AI is changing so many aspects of post-sales support, including customer success, that I thought it would be useful to ...
Keep reading »5 Reasons Why Training Doesn’t Stick
Continuing our 5 Reasons series, this month we talk about why training doesn’t seem to make a difference. You invest ...
Keep reading »Staffing Support in the Age of AI
Many thanks to Kt Doan for suggesting this topic. (If you’d like to suggest a topic, just email me your ...
Keep reading »Managing Team Members with ADHD
Continuing on the theme of managing neurodiverse teams, we now tackle the topic of team members with ADHD. You may ...
Keep reading »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 »
