Take a breath: managing remotely for the long run
This is the latest installment in the Take a Breath series, in which we explore ways to transform the pandemic challenges into positive strategic improvements. Can
Blog: Technical Support
Congratulations to NetApp
I’m delighted to announce that NetApp was one of the 5 top-scoring websites in this year’s ASP competition, winning in the Best Overall Website category.
The FT Works Support Maturity Model — for Processes
We are working our way through the layers of the FT Works Support Maturity Model. After discussing how it applies to support offerings last month,
Measuring Case Deflection, and Other Tales of Knowledge Management Effectiveness
How do I know that my knowledge management program is working? Knowledge management is not free, so it would be good to know whether it’s
The FT Works Support Maturity Model — for Offerings (Plans)
Last month, I introduced the FT Works Support Maturity Model and promised to come back with more details on how it applies to support
Take a breath: can we work from home forever?
This is the latest installment in the Take a Breath series, in which we explore ways to transform the pandemic challenges into positive strategic improvements. Now
Introducing the FT Works Support Maturity Model
I am often asked, “What can I do to bring my organization to the next level?”. It’s a tough question, because it’s difficult to
13 Ways to Retain Customers When Times Are Tough
When bookings are slim, customer retention becomes particularly important–but it’s also a time when customers challenge every expense. Here are 13 things you can do
Take a breath: can we do effective remote training?
This is the latest installment in the Take a Breath series, in which we explore ways to transform the pandemic challenges into positive strategic improvements. During
How does my margin compare with industry standards?
Thank you to long-time reader Ram Ramadas for inspiring this topic. “How does my margin compare with industry standards?” is a very popular question I