Reinventing Support
Now is a great time to make big changes, as you plan for 2025. And yet, many of us find it hard to think about reinvention, as day-to-day crises often take priority, and to be honest it’s a lot easier …
Author: Françoise Tourniaire
Challenge Your Assumptions
Are you feeling stuck because you’ve tried “everything” and it seems that you have high walls all around you. Challenge your assumptions! Here are five examples with their matching counter-strategies. Customers will never pay for support/success Larger customers will gladly …
4 days left to nominate someone for a Support Experience award
The deadline to nominate your favorite individual contributor/coach/executive/organization for a Support Experience award is this Friday, 9/6. You can nominate yourself, your organization, or a colleague. Go here to make a nomination. All it takes is a quick essay (do …
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10 Reasons Why Your Team Cannot Move Fast
I just read Move Fast and Fix Things by Frances Frei and Anne Morris, which is full of good ideas on how to create change, and I was particularly drawn by a list of 10 beliefs that get in …
We’re missing response-time SLAs. What can we do?
Your response time is slow. Maybe not horribly slow, but you are not meeting response target times–and this is a persistent problem. Take heart: fixing response time issues is much easier than fixing resolution time issues! Here’s a ten-point …
We’re missing response-time SLAs. What can we do? Read more »
Congrats to the ASP Best Support Websites Winners
ASP has announced the winners of the 2024 Best Support Websites. Drumroll! Dell NetApp (a customer of FT Works!) Red Hat SAP Siemens Digital Industry Software I was on the judges panel for the Siemens site and I was impressed. …
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Join me for an AI discussion on Thursday
Join me this Thursday 8/22 at 6pm for a panel on using GenAI for support with Aria Niazi of SAP and Simon Bamberger of the Boston Consulting Group. Both will share customer stories and recommendations. (And there is a second …
Nominate someone for a Support Experience award
The Support Experience awards are back for 2024! They recognize organizations, teams, and individuals who have demonstrated innovation, creativity, and process improvements in all aspects of the customer experience. It’s easy to apply and I look forward to being one …
3×3 Techniques for Change Management
If you want to change the way your team works with customers, get your money’s worth from a new training program, or introduce a new initiative, you will need to engage in change management. While I recommend John Kotter’s Leading …
Working with Elusive Clients
The elusive, or quiet client, is one who never asks for anything. They politely decline meetings–or impolitely and repeatedly fail to show up! And yet, you are on the hook for their renewing or expanding their contract. What can you …
