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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

  • Guest Post on TSANet: Designing Partner Journeys

      TSANet kindly invited me to contribute a blog post on their site. It was a chance to elaborate on designing ...

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  • 5 Ways to Kickstart KCS Adoption

    While we know KCS requires ongoing discipline, it’s absolutely true that the first weeks and months are crucial to get ...

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  • 4 days left to nominate someone for a Support Experience award

    The deadline to nominate your favorite individual contributor/coach/executive/organization for a Support Experience award is this Friday, 9/6. You can nominate yourself, ...

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  • We’re missing response-time SLAs. What can we do?

      Your response time is slow. Maybe not horribly slow, but you are not meeting response target times–and this is a ...

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  • Join me for an AI discussion on Thursday

    Join me this Thursday 8/22 at 6pm for a panel on using GenAI for support with Aria Niazi of SAP ...

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