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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
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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Recent Posts
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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Your response time is slow. Maybe not horribly slow, but you are not meeting response target times–and this is a ...
Keep reading »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 ...
Keep reading »Nominate someone for a Support Experience award
The Support Experience awards are back for 2024! They recognize organizations, teams, and individuals who have demonstrated innovation, creativity, and process ...
Keep reading »3×3 Techniques for Change Management
If you want to change the way your team works with customers, get your money’s worth from a new training ...
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