The FT Word – October 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.


to the October 2014 edition of the FT Word. Topics for this month:

  • 30 reasons why customers churn — hence thirty ways to kickstart your big data analysis
  • Managing the Invisibles.  Employees who shun the limelight abound in support organizations; learn to manage them
  • A new e-book! Smarter Customer Success – from strategy to implementation
  • And a quote about big data: There are a lot of small data problems that occur in big data. They don’t disappear because you’ve got lots of the stuff. They get worse.” David Spiegelhalter

FT Works in the News

A new e-book: Smarter Customer Success – From Strategy to Implementation 

Following on the heels of Smarter Customer Success Hiring, debuted last month, I am happy to announce the upcoming release of the Smarter Customer Success e-book, a step-by-step guide to defining a Customer Success strategy and implementing a Customer Success program, and an organization to run the program. You can preorder the e-book here and it will arrive in your mailbox by the middle of the month.

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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