The FT Word

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Welcome

to the May 2016 edition of the FT Word. Our topics for this month:

Our topics for this month:
- Type B managers. Perhaps you are one!
- Premium Support for SaaS: it’s not a contradiction in terms, not at all!
- Join me at the TSW conference this week in San Diego and the Service Symposium on May 18-19 in Chicago.

FT Works in the News

TSW Conference – 5/2-4 in San Diego

I will be at the TSW conference this week. Come by the booth or suggest an appointment time.

I will be a panelist together with my colleagues Dennis Gershowitz and Phil Verghis, on the topic of Leveraging Social to Measure and Impact the Customer Experience. John Ragsdale of TSIA will be moderating so it should be fun as well as informative. Come listen, Tuesday 3rd at 3:15pm.

Service Symposium- 5/18-19 in Chicago

I am a featured speaker at the upcoming ASP Symposium in Chicago on May 18-19. The topic will be Change! Go here for more information and to register. My talk is at 1pm on Tuesday.

And breaking news: I will also be a panelist in a friendly debate about self-service, pro or con. Guess which side I’m asked to represent!

The Art of Support, Second Edition is now available in hard copy from Amazon. Want an autographed copy? Visit the FT Works bookstore.

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.