Resources
Books and articles written for support and customer success professionals, whether you’re just starting out or you have decades of experience.
Our Books
The Art of Support
Collective Wisdom
Selling Value
Second edition of the classic blueprint for managing customer success and support
Get the Art of Support »
A guide to managing knowledge in support organizations
Get Collective Wisdom »
A guide to designing, marketing and selling support packages
Get Selling Value »
Our eBooks
Recent Posts
TSANet Webinar: AI Roadmap for Support
Join me and Paul Esch of TSANet on 3/26 as we explore What commercial AI tools can do—and you probably should ...
Keep reading »Building A Strong Support Portfolio
We tend to think of support portfolios as being in need of additions: a new offering to match a new ...
Keep reading »Cross-Post Alert: Onboarding in Hybrid Work Environments
Curious about how the hybrid workplace is changing (or should change!) your onboarding practices? TSIA just published a post I ...
Keep reading »Guest Post on TSANet: Training in the Age of Hybrid Work
TSANet kindly invited me to contribute a blog post on their site (again!). This was a chance to further elaborate ...
Keep reading »Managing Successfully in High-Pressure Environments
Few support executives would assert that they manage a low-pressure team. All support teams experience at least occasional volume spikes, ...
Keep reading »