The FT Word – February 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 February 2016 edition of the FT Word. The big news is that The Art of Support, Second Edition is officially published! You can buy it right now in electronic version and pre-order the hard copy. If you loved the first one, you will  notice big changes in the coverage of Customer Success, SaaS support, and managing the business of support.

And now back to our regular programming. Our topics for this month:

FT Works in the News

The Art of Support, Second Edition is officially published in electronic version and available for sale on Amazon. (If you live outside the US, look for it on your local Amazon site.) Read it and post a review.

The hard-copy version will be available very soon. You can pre-order yours right now.

Many thanks to the intrepid team of reviewers. Ken Anton, Darach Beirne, George Crow, Andreas Froelich, and Cathy Switzer waded through the manuscript twice and generously shared their experiences, feedback, and blunt assessments of what did not work. Thanks also to Rob Castaneda, Tom Southard, and Justin Withers, who provided helpful comments. I am grateful for your help.

My Customer SuccessCon session about scaling customer success required borrowing some chairs from the room next door to accommodate all the attendees. Great conversation!  If you’d like a copy of the presentation, please ask.

You think you have a great website? Find out if others agree… ASP has opened its annual Ten Best Support Websites submission process.A small army of judges (yours truly included) will rate the submitted sites and come up with the 10 best ones. It could be yours! And if not, you get a nicely detailed report of what is working and what could be improved. Go here to apply.

And if you are not quite ready for this year’s awards, get a consultation with me and learn how our website design team can help you.

My writing on other blogs: Irrevo published a post I wrote on how to segment customers for customer success. This is the third post in a series about customer success. You can find the first post here and the second post (about scaling customer success) here.

I take requests for future topics in the series.

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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