The FT Word – September 2016

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 September 2016 issue of the FT Word. Topics for this month:

FT Works in the News

Cross-post alert: Segmenting customers for success

Natero published a post I wrote on how to segment for customer success. If you think that ARR segmenting is the only way to go, you will find other ideas that may work better for you, and for your customers.

Time to start a book club?

Back-to-school (and back to budgeting for 2017!) is a great time to start a book club with your support team. May I suggest The Art of Support, the complete guide to managing customer success and support organizations, from strategy to staffing models, to selecting tools? It is available in book-club packs for your convenience and sure to elevate the thinking and morale of your team.

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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