The Art of Support

by Françoise Tourniaire

Are you a customer success or support executive curious about adapting industry best practices to your organization? Are you a newly-promoted customer success or support manager with plenty of ideas, but not much management experience? Or are you an executive with no hands-on experience with customer success, but wanting to learn more about how to decrease churn and improve revenue expansion from existing customers? The Art of Support is a practical guide for managers and executives that answers your questions. In it, you will find: - Best practices for customer success and support, from designing customer lifecycle journeys, to managing day-to-day activities, to measuring results. - Nuanced recommendations to build or improve your organization. - Dozens of practical tools you can use right away such as customer scorecards, sample support portfolios, hiring checklists, decision trees for selecting support models, job ladders, and budget templates.

• Format: Paperback
• Language: English
• ISBN: 1329873319
• ISBN13: 9781329873315
• Release Date: February 2016
• Publisher: Lulu.com
• Length: 388 Pages
• Weight: 1.25 lbs.
• Dimensions: 0.8" x 6.1" x 9.2"