Support organizations transitioned beautifully to remote work in 2020, and eventually moved to hybrid work quite successfully. Three years on, we are coming to the realization that in-office work created many opportunities for informal training–for instance through casual observations …
TSANet kindly invited me to contribute a blog post on their site (again!). The topic is quantifying customer value, and it will help CSMs and account manager move from basic activity-based metrics to true outcome metrics which can …
Guest Post on TSANet: Quantifying Customer Value Read more »
Join me on Thursday 11/16 (that’s tomorrow) at 11:50 Pacific for a presentation of the Smarsh website. Or join at 10 and listen to the presentations by Red Hat and Siemens before joining Amy Dotson and me for the Smarsh …
Join me at the ASP Best Support Websites conference on 11/16 Read more »
We are often called upon to analyze failures: the customer’s system was down for an hour; it took a month to diagnose a technical problem; the expected contract renewal did not happen. And many times we try to reduce the …
ASP has delivered awards for outstanding support websites for decades, and I’ve had the pleasure of being a judge for most of that time. On November 15-16, you are invited to admire and learn from the winners. In order of …
I’m speaking at the ASP Best Support Websites virtual conference Read more »
It turns out that services hold the key to most profitability moves for SaaS. Here’s my short list, inspired by Thomas Lah’s keynote presentation at the TSIA conference in October, 2023. Monetize services. This includes professional services (for sure), tech …
I do a fair amount of training with support engineers, CSMs, and managers, and I’m always very careful to emphasize that a one-time training event, however cannily crafted, cannot by itself improve behaviors–although it can start the change and conscious …
TSANet published a post I wrote about automating case assignments. Whether you use a push or pull method, the AI revolution can help you. Check it out!
You just lost a customer. Fingers may be pointed; tempers may be frayed–it’s a good time to conduct a retrospective analysis of why it happened, and what you can do to First, make sure that the customer is, indeed, gone. …
Many support professionals find it hard to find the right tone when communicating with customers—so why not let generative AI do the work for us? I tried with two common situations and the results were… interesting! Judge for yourself. Situation …
