The FT Word – January 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 January 2016 edition of the FT Word. Happy New Year! Topics for this month:

FT Works in the News

Join me at Customer SuccessCon on January 14th. I will be speaking at the upcoming Customer SuccessCon conference in Berkeley, CA on Thursday, January 14th. My topic will be scaling customer success and I will be leading a hands-on, interactive breakout about Leveraged Techniques for Onboarding and Retention. See the full program, and session descriptions (click on mine, at 3pm, for details).

Register now. Space is limited to ensure that each session is as collaborative as possible so sign up now for the conference and for my session.

Hope to see you there!

The Art of Support has a new cover. Check it out! No more floppy disk — instead a sleek highlighting of the four “big jobs” of support, as presented in the introductory chapter:

  • customer success
  • self-service
  • issue resolution
  • customer advocacy

The complete draft is back from the editor covered in (welcome) red ink and all that is needed now is the final formatting. The book will be released this month. If you’d like to reserve your copy, please let me know.




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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