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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.
Our Books
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
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 ...
Keep reading »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 ...
Keep reading »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, ...
Keep reading »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 ...
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 »
