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

Value propositions for CSMs — the ones that convince executives to make time for you
A Q&A on metrics for knowledge management — selections from the July 8th webinar
A final call for reviewers for the Art of Support, Second Edition [8/18: now closed!]

FT Works in the News

Last call for reviewers for the Art of Support, Second Edition. Thank you to all of you who volunteered. I’m delighted that we have a solid group of reviewers, and I’m now specifically looking for someone with experience in SaaS support to round out the team. If you’d like to participate, please contact me! [I have a full team of reviewers now, thank you!]

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.