The FT Word – March 2014
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 March 2014 edition of the FT Word. Topics for this month:
- Metrics for renewals. Renewals are the lifeblood of support — and, I would argue, your entire organization so having solid metrics for them is essential.
- Providing encouragement. What to do when the customer’s losing it.
- Customer experience lessons. How a terrible experience with customer service can spur improvements in your own operation.
FT Works in the News
The TSIA Inside Technology Services blog published a post I wrote about the Customer Success Maturity Model. (The original post on this blog is here.)
The applications for the ASP Ten Best Web Support Sites of 2014 award are due in a few days (March 7th) so don’t delay. (And if you feel you are not ready, we can help you design a better support website. Please contact me for a complimentary evaluation.)
Will you be attending the TSIA Technology Services World conference in Santa Clara, CA on May 5-7? I will be there! Would love to see all of you at the FT Works booth. Make an appointment if you’d like to be sure to see me there. (Otherwise you will chat with one of my wonderful collaborators, so your visit will be informative in any case.)
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.
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