The FT Word

The FT Word is a free monthly newsletter with support management tips. To subscribe, click here. The subscription list is absolutely confidential; we never sell, rent, or give information about our subscribers.

Welcome

to the April 2015 edition of the FT Word. Topics for this month:

How to lie with charts (so you can create honest metrics!)
Cooks make better food when they can see their customers — so what can you do to personalize the support experience?
How Google works, and you can too (hint: ever thought of writing a user manual for yourself?)

FT Works in the News

Join me on May 5th. Barry Duplantis of Hortonworks and I will present at TSIA’s TSW Spring conference on the topic of predictive analytics. Our official title is Predicting Renewals – Automatically! — Building predictive analytics to anticipate and prevent churn. The presentation is scheduled for 2-:3:15pm

And join me and the rest of the FT Works team at our booth in the EXPO hall, May 4-6. You can register for the conference here. (Enter FT Works as the partner).

And on May 20-21. I will be speaking at the joint symposium of ASP, SSE, and NASM in Chicago about the differences and similarities between supporting on-premise software and SaaS. You can register here.

Hope to see many of you at either (both!) conference.

Curious about something? Send me your suggestions for topics — or add one in the comments — and your name will appear in future newsletters.

Regards,
Françoise Tourniaire
FT Works
www.ftworks.com
650 559 9826

About FT Works

FT Works helps technology companies create and improve their support operations. Areas of expertise include designing support offerings, creating hiring plans to recruit the right people quickly, training support staff to deliver effective support, defining and implementing support processes, selecting support tools, designing effective metrics, and support center audits. See more details at www.ftworks.com.