Resources
Books and articles written for support and customer success professionals, whether you’re just starting out or you have decades of experience.
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The Art of Support
Collective Wisdom
Selling Value
Second edition of the classic blueprint for managing customer success and support
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A guide to managing knowledge in support organizations
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A guide to designing, marketing and selling support packages
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Our eBooks
Recent Posts
5 Reasons Why Support Engineers Don’t Contribute to the Knowledge Base
Continuing our 5 Reasons series, this month we talk about why support engineers are not contributing enough to the knowledge ...
Keep reading »Upcoming Conference Presentation: KCS with All Post-Sales Teams
I’ve been invited by Support Driven to present at their upcoming conference in Las Vegas on August 11-12. The title ...
Keep reading »Podcast: Enhancing the Customer Experience with Agentic AI
I was invited to be a guest on the Customer Service Show, a podcast by SearchUnify, to talk about AI ...
Keep reading »5 Reasons Why Support Ops and Support Delivery Are Not Playing Well Together
Continuing our 5 Reasons series, this month we tackle the frustrating lack of alignment between the Ops team and the ...
Keep reading »Webinar: Creating Partner Journeys
Following two earlier guest posts on the benefits of partner journeys and creating partner journeys, TSAnet invited me to lead ...
Keep reading »
