The FT Word

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Welcome

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

What is adaptive design and why should I care? (Hint: your website users care, very much, about using the website from mobile devices.)
Do I get enough customer surveys back to be able to trust the results? An eternal question, with a comprehensive answer by my colleague Fred Van Bennekom.
Freemium strategies: what to look for in the conversion rate.

FT Works in the News

My writing, elsewhere

ASP (The Association of Support Professionals) published a long article of mine entitled Why Support Organizations Should Measure Churn – and How in its February 2015 issue. I’m afraid it’s only accessible to ASP members, but I will repost chunks to the FT Word blog in the weeks and months to come.

Two Presentations at May ConferencesI will present at TSIA’s TSW Spring conference to be held May 4-6 in Santa Clara, CA) with Barry Duplantis of Hortonworks on the topic of predictive analytics. Our official title is Predicting Renewals – Automatically! — Building predictive analytics to anticipate and prevent churn. You can register here.

And I have also been invited to present at the joint symposium of ASP, SSE, and NASM to be half in Chicago on May 20th and 21th. I will talk about the differences and similarities between supporting on-premise software and SaaS. You can register here.

Hope to see many of you at either (both!) conference.

Sign up for the ASP 10 Best Support Website Awards – by March 6th!

Get credit for your great website — or receive an evaluation of how you need to improve it from The Association of Support Professionals. I will be a judge again this year. Go here for more details.

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.