The FT Word – November 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 November 2015 edition of the FT Word. Topics for this month:

FT Works in the News

Getting Started with Customer Success. My friends at Irrevo published a blog post I wrote about Customer Success, specifically written for vendors that are starting out with customer success. There will be further installments in the coming months. Please add a comment if you have suggestions for topics of interest to you.

Onboarding webinar with ASP. Al Hahn, President of the Association of Support Professionals, interviewed me on 10/20 about about techniques for onboarding. It was fun, it was instructive. Ask me for details if you missed it.

The Art of Support. The second draft of The Art of Support, Second Edition is close to completion and the editor is lined up to start this month so this is a busy time for revisions. With the release date scheduled for December, I am starting to collect advance orders. Please let me know if you’d like to be on the waiting 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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