The Art of Support

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.