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 February 2014 edition of the FT Word. Topics for this month:

A maturity model for Customer Success. How does your approach rate?
360-degree reviews. Why they work and how you can implement them.
New, revamped, and reorganized training offerings including refreshers and advanced workshops on managing customer interactions.

FT Works in the News

After15+ years of building a training portfolio for support teams, it was time to reorganize and rejuvenate our baker’s dozen of workshops. Check out the full offer, or the new Managing Customers series for support engineers and analysts, including advanced courses for teams who want to go beyond the basics (what used to be our uber-popular Technical Support Skills workshop.)

On the ASP online forum, I contributed to discussions about root cause analysis, designated support engineers, job titles and support channels.

A reminder to apply for an ASP Ten Best Web Support Sites of 2014 award. I will serve as a judge once again. (And if you feel you are not ready, we can help you design a better support website. Please contact me for a complimentary evaluation.)

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.