The FT Word – June 2015

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

FT Works in the News

Predictive analytics: Barry Duplantis of Hortonworks and I shared his experience building a predictive scorecards at last month’s TSW Spring conference. If you would like a copy of the presentation, please ask.

SaaS Support: I gave a talk on the differences and similarities between supporting on-premise software and SaaS at last month’s ASP Symposium. Let me know if you’d like a copy of that presentation.

The Art of Support II. After a conference-heavy month, I am planning a book-heavy summer… Richard Farrell and I have started working on a second edition for the venerable Art of Support book. Published in 1996, it can use some refreshing, starting with the Tools chapter, which reads like a time capsule!

Have you read The Art of Support? If so, dust off your copy and tell us what you think we should keep, discard, or change. And if not, we welcome your ideas for what topics should be covered in a book for support managers and executives about managing their organizations, 19 years after our initial attempt.

Please add your ideas to the list.



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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