Books and articles written for support and customer success professionals, whether you’re just starting out or you have decades of experience.
eBooks and Blog Posts
You’re launching a new SaaS company or product. You need to create a strategy, processes, and team to ensure customer adoption, fight churn, and maximize revenue expansion and referrals.
Are you recruiting a CSM, TAM, or SAM? Do you have little time to prepare great interview questions? Or are you looking for a CSM job, and you want to anticipate what you’ll be asked?
If you’re interviewing for a support job and you want to anticipate what you’ll be asked, or if you’re recruiting a support engineer, support rep, or customer service rep, this guide is for you.
This guide can help you recruit a support manager, director, or VP (even if you have no support management experience yourself), or prepare for your own interview in those roles.
If you want to build the effectiveness of your support organization, or you feel your days are consumed by firefighting, not forward thinking, this guide can help you select support initiatives.
Are customer escalations eating up your day and making you (and your staff) miserable? Do you find yourself struggling to deliver against promises that other executives made on Support’s behalf?
You don’t have to reinvent the wheel every year, or resort to fiddling with last year’s numbers to avoid too much work, or automatically hire additional staff for every new support initiative.