Resources
Books and articles written for support and customer success professionals, whether you’re just starting out or you have decades of experience.
Books and eBooks
Recent Posts
5 Reasons Why Your Metrics Don’t Change Anything
Continuing our 5 Reasons series, this month we look at why you carefully-constructed metrics dashboard is ignored, denigrated, and is ...
Keep reading »When humans and LLMs want the same things out of the KB… and when they don’t
Are you proud of your knowledge base (KB)? If so, are you proud of how it works for human users ...
Keep reading »5 Reasons Why You Never Get the Headcount You Need
Continuing our 5 Reasons series, this month we talk about why getting headcount approved feels like an impossible feat. You ...
Keep reading »Managing Knowledge in the Age of AI: Myths and Truths
AI is changing so many aspects of post-sales support, including customer success, that I thought it would be useful to ...
Keep reading »5 Reasons Why Training Doesn’t Stick
Continuing our 5 Reasons series, this month we talk about why training doesn’t seem to make a difference. You invest ...
Keep reading »
