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,
Blog: Technical Support
Alerts are Killing Us–And What to Do Instead
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
Are you using Customer Success as a cover-up?
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
The FT Works Support Maturity Model — for Tools
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
Can Support and Customer Success thrive together?
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
The FT Works Support Maturity Model — for People
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
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
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