I just don’t have enough headcount. What do I do?
Few FT Works clients complain that their headcount is too high! But some run with truly lean staff, and experience predictable woes: no room
Blog: Archives
Free Support [not free for everyone…]
Thank you to a long-time reader (who requested anonymity) for suggesting this topic. Many support organizations find themselves committed to delivering “free” support to some customers.
Freemium Support – Is it happening to you?
Thank you to Rosanne Sax for suggesting this topic. Do you have a freemium business model and you don’t know it? Freemium refers to models
The FT Word – January 2012
Welcome Welcome to the January 2012 edition of the FT Word. Feel free to forward it to your colleagues. (They can get their own subscription.)
The FT Word – April 2011
The FT Word The FT Word is a free monthly newsletter with support management tips. To subscribe, send us email with your email address. The
The FT Word – February 2010
The FT Word The FT Word is a free monthly newsletter with support management tips. To subscribe, send us email with your email address. The
Accuracy vs. Simplicity
You are supporting two slightly different versions of the same product, maybe running on different hardware or against different databases. Based on experience, Version B
Pricing is psychological
What’s a better pricing strategy? $99.95 or $100? It depends. If you’re selling to consumers the classic approach is to use $99.95, which looks so
Pricing Schemes
As we all know support pricing is as much art as science, but pricing schemes are fairly limited. You can price: by user: you have