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

The best perk. Hint: it’s not money!
In praise of the support scrum. Another “back to basics” installment.
Cloud neglect. A surprising blind spot…
An opportunity to test your anti-churn moxie.

FT Works in the News

A big thank you to Services World attendees

Many thanks to all of you who dropped by the FT Works booth! We loved talking with you and will look forward to working together soon. If you did not make it to the conference, please ask for a complimentary phone consultation about soft skills training, process design, customer success management (all hot topics at the booth) — or anything else you may be working on.

Find out your anti-churn score

Olivier Delerm and I of ChurnSquad fame have designed a self-assessment quiz to help organizations measure their anti-churn efforts. It’s quick and easy and you can find it here.

Tell us how how the score card worked for 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.