The FT Works Support Maturity Model — for Metrics
We are working our way through the layers of the FT Works Support Maturity Model. After discussing how it applies to support offerings, support processes,
We are working our way through the layers of the FT Works Support Maturity Model. After discussing how it applies to support offerings, support processes,
A Sad Secret Most support managers have a hidden-away email folder full of alerts they never look at, never wanted in the first place, or
The Customer Success discipline has gone through some tough times. What started as a pure ideal of encouraging adoption and retention has often morphed into
We are working our way through the layers of the FT Works Support Maturity Model. After discussing how it applies to support organizations, support processes
Last month, I gave a presentation at the ASP conference focused on bringing Support and Customer Success closer together, and this is a quick view
We are working our way through the layers of the FT Works Support Maturity Model. After discussing how it applies to support processes and support offerings in
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
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.
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,
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