The FT Word – April 2016

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.


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

FT Works in the News

Two webinars on onboarding and customer success

I presented on 2 webinars this month, and both were recorded so you can listen to them anytime if you missed them. The first one was about  Knowledge Management for Customer Success (click here for the recording). The other was about Painless Customer Onboarding(click here for the recording). Both featured an interview format, which is so much more fun both for the presenter and the audience. Be sure to listen to the end, as I got good questions both times.

Upcoming conferences and speaking engagements

  • Going to the TSW conference in San Diego in May? Meet me at the FT Works booth. Suggest an appointment time.
  • I will be speaking at the upcoming ASP Symposium in Chicago on May 18-19. The topic will be Change! Go here for more information and to register.

The Art of Support, Second Edition is now available in book group-friendly, discounted packs. Get your team started on a useful bonding exercise. You can purchase the packs here.

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

Françoise Tourniaire
FT Works
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

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