We all know, intuitively, that turnover is bad: it’s hard to find good hires, it takes effort to train them, it takes time for them to build up the same productivity as an established contributors–and I’m only talking about the …
SX Live has extended the nomination deadline for its SX Live awards to May 15h. You can nominate your organization, or one you admire, for one of 5 organization awards (customer experience, organizational influence, employee experience, self-service, and technology adoption), …
Just a few days left to nominate someone (yourself?) for a support award Read more »
If you are looking for someone with a critical, yet well-informed view of your organization, you would do well to systematically survey newish hires. Not brand new hires, who are still trying to figure things out, but individuals who have …
Are you missing out on free, well-informed advice? Read more »
As support and customer success practitioners, we are often in a position to apologize to customers–sometimes for our own blunders or those of our teams, and sometimes for assorted product or service disasters we had no hand in bringing about. …
SX Live has opened the nominations for the SX Live awards. There are 5 categories for organizations: Customer experience Organizational influence (for using support experience to improve the product, the sales process, or customer success) Employee experience Self-service Technology adoption …
Are you awesome? Think someone else is awesome? There’s an award for this! Read more »
A big thank you to Kathy DiSandro for inspiring this post. Escalations are a fact of life for all complex-support organizations but they are resource-intensive, hence expensive, so it’s a good idea to make sure they are used judiciously. How …
Many thanks to Rajat Vajpeyi for suggesting this topic. Whether you are starting a brand-new knowledge management initiative or want to revive a struggling one, you need to consider staffing: what roles are needed for successful knowledge management? How many …
5 Staffing Tips for Successful Knowledge Management Read more »
Last week, after some intense wind storms in our area, a good friend and her husband became (most welcome) climate refugees at our house after losing power at theirs. It was fun to have work roommates! Two days into the …
Your support organization has a magic weapon. Use it! Read more »
With a shout-out to Ansa Shekaran who graciously shared Informatica’s journey on stage at the TSIA conference in October, 2022, here is a structured checklist for moving from on-prem to cloud, patterned after on the FT Works Five Layers of …
Many thanks to Rodi Ivanov for inspiring this topic. What is a customer journey? A customer journey is a visual description of steps and experiences customers have from pre-purchase to post-purchase. The beauty of customer journeys is that they are …
