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

Welcome to Charlotte — an inspiring coaching story
What makes a good support website landing page — a quick DIY test
What do CSMs do? Options and pros and cons to design the customer success program that works for you and your customers

FT Works in the News

Join me on May 5th. Barry Duplantis of Hortonworks and I will present at TSIA’s TSW Spring conference on the topic of predictive analytics: how to use data you already have to predict renewals and churn. Our official title is Predicting Renewals – Automatically! — Building predictive analytics to anticipate and prevent churn. The presentation is scheduled for Tuesday May 5th at 2-:3:15pm

And join me and the rest of the FT Works team at our booth in the EXPO hall, May 4-6. You can register for the conference here. (Enter FT Works as the partner).

And on May 20-21. I will be speaking at the joint symposium of ASP, SSE, and NASM in Chicago about the differences and similarities between supporting on-premise software and SaaS. You can register here.

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

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.