The Art of Support

The fully-revised second edition of the classic blueprint for managing customer success and support: a practical guide for managers and executives.

Art Of Support by Francoise Tourniaire
Are you a customer success or support executive curious about adapting industry best practices to your organization? Are you a newly-promoted customer success or support manager with plenty of ideas, but not much management experience? Or are you an executive with no hands-on experience with customer success, but wanting to learn more about how to decrease churn and improve revenue expansion from existing customers?

Contents
  • Designing support portfolios, including pricing and discounts
  • Customer success, from segmenting customers to structuring CSMs’ compensation
  • Self-service support, knowledge management, and online communities
  • Issue resolution, selecting a resolution model and leveraging collaboration
  • Managing the business of support, from staffing models to budgets, to ROI analyses
  • The support organization, reporting structures, outsourcing, and partner support
  • Managing support people, job ladders, recruiting, scheduling
  • Tools for support, with checklists by tool type and recommendations for integrations
  • Support metrics, dashboards, and scorecards
Outcomes
  • Find inspiration and best practices to build new customer success and support teams.
  • Diagnose opportunities to improve existing teams.
  • Design strategic approaches to segmenting customers, designing customer lifecycle journeys, managing knowledge, setting appropriate goals and objectives, and measuring customer outcomes.
  • Streamline processes, manage team members’ performance, improve the support website.
  • Find dozens of templates you can use right away: customer scorecards, sample support portfolios, hiring checklists, decision trees for selecting support models, job ladders, and budget templates.
  • Use customer data to influence strategic decisions for the product or service, prospecting, and selling

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