5 Reasons Why Your Team is Afraid of AI
Continuing our 5 Reasons series, this month we talk about why your team is afraid of AI, or even fights it outright. You probably have a few fans of AI who can’t wait to try new tools and ideas; we’ll …
Author: Françoise Tourniaire
How to Say No in 5 Minutes
Last week, I presented at the Support Driven Summit in San Francisco and I had a lot of fun trying an Ignite presentation, a format in which 20 slides are presented for 15 seconds each, automatically, for a concise five-minute …
How to Work Well With IT
Many Support and Success organizations have a fraught relationship with the IT team, which they see as quick to turn down requests, slow to help, and persnickety with the protocols they insist on. (From their end, the IT team is …
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 base, or not the type of contribution you’d like them to make. Here are five reasons why support engineers are …
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How to Compute the ROI of AI Projects
You probably have an AI project in the works–or ten, and if so, you are likely wondering about the payoff. Is there something different about AI projects when it comes to computing ROI? What is worth considering in a …
5 Reasons Why CSMs Are Not Going High Enough in Customers’ Organizations
Continuing our 5 Reasons series, this month we talk about why CSMs are often stuck at lower levels of customers’ organizations–and as a result can be blindsided by strategic decisions they never saw coming but can cause unexpected churn. And …
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KCS for Non-Support Teams
For Support, knowledge management and, in particular, KCS (Knowledge-Centered Support) is a virtuous cycle: more knowledge, more accurate knowledge, more timely knowledge mean more self-service answers for customers and more collaboration internally, which all add to higher productivity, customer satisfaction, …
5 Reasons Why Regional Support Centers Are Not Playing Well Together
Continuing our 5 Reasons series, this month we talk about feuds between regional support center. Yes, they are appalling, since collaboration is so essential for the success of the organization and customers, but they are quite common, fueled by …
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5 Reasons Why Sales and Customer Success Are Not Playing Well Together
Continuing our 5 Reasons series, this month we talk about what gets in the way of what should be a winning combination: Sales and Customer Success. I find that there can be considerable distrust and hostility between the two teams …
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Pros and Cons of Using Videos in your Knowledge Base
I’ve been working with a client who is aiming to encourage its experts to create a good amount of videos for their knowledge base–and it seems to be working, producing solid content in decent amounts. This got me thinking …
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