Resources
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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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, ...
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 »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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