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 by Francoise TourniaireSecond edition of the classic blueprint for managing customer success and support
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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 ...

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  • 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 ...

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  • 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 ...

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  • 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 ...

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  • 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, ...

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