Download or read book Knowledge Management for Customer Self Service Third Edition written by Gerardus Blokdyk and published by . This book was released on 2018 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Knowledge Management for Customer Self-Service Third Edition.

Download or read book Knowledge Management for Customer Self service written by Gerard Blokdyk and published by Createspace Independent Publishing Platform. This book was released on 2017-10-07 with total page 126 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do we Improve Knowledge Management for Customer Self-Service service perception, and satisfaction? Are we Assessing Knowledge Management for Customer Self-Service and Risk? Does the Knowledge Management for Customer Self-Service task fit the client's priorities? What tools and technologies are needed for a custom Knowledge Management for Customer Self-Service project? How can we improve Knowledge Management for Customer Self-Service? Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role... In EVERY company, organization and department. Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' For more than twenty years, The Art of Service's Self-Assessments empower people who can do just that - whether their title is marketer, entrepreneur, manager, salesperson, consultant, business process manager, executive assistant, IT Manager, CxO etc... - they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better. This book is for managers, advisors, consultants, specialists, professionals and anyone interested in Knowledge Management for Customer Self-Service assessment. All the tools you need to an in-depth Knowledge Management for Customer Self-Service Self-Assessment. Featuring new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Knowledge Management for Customer Self-Service improvements can be made. In using the questions you will be better able to: - diagnose Knowledge Management for Customer Self-Service projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Knowledge Management for Customer Self-Service and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Knowledge Management for Customer Self-Service Scorecard, you will develop a clear picture of which Knowledge Management for Customer Self-Service areas need attention. Included with your purchase of the book is the Knowledge Management for Customer Self-Service Self-Assessment downloadable resource, which contains all questions and Self-Assessment areas of this book in a ready to use Excel dashboard, including the self-assessment, graphic insights, and project planning automation - all with examples to get you started with the assessment right away. Access instructions can be found in the book. You are free to use the Self-Assessment contents in your presentations and materials for customers without asking us - we are here to help.

Download or read book Knowledge Management for Customer Self Service Third Edition written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2018-03-07 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: ask yourself: are the records needed as inputs to the Knowledge Management for Customer Self-Service process available? How can skill-level changes improve Knowledge Management for Customer Self-Service? Who will be responsible for making the decisions to include or exclude requested changes once Knowledge Management for Customer Self-Service is underway? What are the usability implications of Knowledge Management for Customer Self-Service actions? Is there a Knowledge Management for Customer Self-Service management charter, including business case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan? Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role... In EVERY company, organization and department. Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Knowledge Management for Customer Self-Service investments work better. This Knowledge Management for Customer Self-Service All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Knowledge Management for Customer Self-Service Self-Assessment. Featuring 710 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Knowledge Management for Customer Self-Service improvements can be made. In using the questions you will be better able to: - diagnose Knowledge Management for Customer Self-Service projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Knowledge Management for Customer Self-Service and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Knowledge Management for Customer Self-Service Scorecard, you will develop a clear picture of which Knowledge Management for Customer Self-Service areas need attention. Your purchase includes access details to the Knowledge Management for Customer Self-Service self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. Your exclusive instant access details can be found in your book.

Download or read book Knowledge Management For Customer Self Service A Complete Guide 2020 Edition written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2020-01-13 with total page 316 pages. Available in PDF, EPUB and Kindle. Book excerpt: Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Knowledge Management For Customer Self Service investments work better. This Knowledge Management For Customer Self Service All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Knowledge Management For Customer Self Service Self-Assessment. Featuring 960 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Knowledge Management For Customer Self Service improvements can be made. In using the questions you will be better able to: - diagnose Knowledge Management For Customer Self Service projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Knowledge Management For Customer Self Service and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Knowledge Management For Customer Self Service Scorecard, you will develop a clear picture of which Knowledge Management For Customer Self Service areas need attention. Your purchase includes access details to the Knowledge Management For Customer Self Service self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Knowledge Management For Customer Self Service Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

Download or read book SELF SERVICE KNOWLEDGE SUCCE written by Per Strand and published by Blurb. This book was released on 2016-11-18 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you interested in learning how to implement successful self-service and knowledge management in your service organization? Basic knowledge and understanding is the first step towards any change that is intended to provide new advantages and increased benefits. Customers must come first and customer success and loyalty is still our primary goal. However, everything else has changed due to the shift in technology and new behaviors. Service organizations that miss the opportunity to change reduce the value they create and will undoubtedly fail. The reader will obtain an in-depth understanding in these areas, as well as receiving concrete tips and recommendations on how to introduce working methods that utilize the opportunities new technology and behaviors provide. Self-service and knowledge methodology such as KCS (Knowledge Centered Service) are creating new possibilities to generate real customer value and long-term success for service and support organizations and, on a higher level, for the whole organization. In this book, we will deal with the key aspects of "Whats in it for me?," not only for customers and management, but also for the service organization. This self-service-oriented way of working represents important new opportunities for everyone, including the service desk. There are a lot of known pitfalls when implementing self-service and knowledge but with this book the reader gets a tool to understand and start introducing working methods that utilize great opportunities and self-service and knowledge success . It includes current methods for delivering outstanding customer service and capturing and creating knowledge in the speed of speech . With over 20 years' experience of implementing self-service globally, the authors are some of the most experienced in the field of self-service and knowledge. Take part in their story and let you and your organization's success start today."

Download or read book Knowledge management written by Alex Koohang and published by Informing Science. This book was released on 2008 with total page 275 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Knowledge Management Tools and Techniques written by Madanmohan Rao and published by Routledge. This book was released on 2012-06-14 with total page 444 pages. Available in PDF, EPUB and Kindle. Book excerpt: Knowledge management (KM) - or the practice of using information and collaboration technologies and processes to capture organizational learning and thereby improve business performance - is becoming one of the key disciplines in management, especially in large companies. Many books, magazines, conferences, vendors, consultancies, Web sites, online communities and email lists have been formed around this concept. This practical book focuses on the vast offerings of KM solutions—technology, content, and services. The focus is not on technology details, but on how KM and IT practitioners actually use KM tools and techniques. Over twenty case studies describe the real story of choosing and implementing various KM tools and techniques, and experts analyse the trends in the evolution of these technologies and tools, along with opportunities and challenges facing companies harnessing them. Lessons from successes and failures are drawn, along with roadmaps for companies beginning or expanding their KM practice. The introductory chapter presents a taxonomy of KM tools, identifies IT implications of KM practices, highlights lessons learned, and provides tips and recommendations for companies using these tools. Relevant literature on KM practices and key findings of market research groups and industry consortia such as IDC, Gartner and APQC, are presented. The majority of the book is devoted to case studies, featuring clients and vendors along the entire spectrum of solutions: hardware (e.g. handheld/wearable devices), software (e.g. analytics, collaboration, document management) and content (e.g. newsfeeds, market research). Each chapter is structured along the "8Cs" framework developed by the author: connectivity, content, community, commerce, community, capacity, culture, cooperation and capital. In other words, each chapter addresses how appropriate KM tools and technologies help a company on specific fronts such as fostering adequate employee access to knowledge bodies, user-friendly work-oriented content, communities of practice, a culture of knowledge, learning capacity, a spirit of cooperation, commercial and other incentives, and carefully measured capital investments and returns. Vendor history, product/service offerings, implementation details, client testimonials, ROI reports, and future trends are highlighted. Experts in the field then provide third-party analysis on trends in KM tools and technique areas, and recommendations for KM practitioners.

Download or read book Knowledge Management for Help Desk and Customer Care How to Build an Effective Knowledge Base A Roadmap to Success written by Juliano Statdlober and published by Independently Published. This book was released on 2017-06-23 with total page 202 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is divided into two parts.In its first part, it presents conceptual core definitions of knowledge management, with a theoretical basis and synthesis arising from research made in several publications, among books, articles, white papers and blogs. The result of this work is a summary of huge material, facilitating the introduction to the subject and understanding thereof.The focus of the book, however, is not restricted to knowledge management in itself. It is not a work which exhausts the subject, although it is a good reference for those wishing to be introduced to the issue.The objective is to present a practical proposition for development of initiatives of knowledge management applied to help desk and customer-care. To achieve this, the first part of the book also presents concepts of KCS (Knowledge-Centered Service), a set of practices and a specific methodology focused upon technical support, to improve the efficacy of resolving problems. KCS, however, is not limited merely to solving problems, being able to be adapted to handling requests in general.KCS is the result of compiling best practices and discussing initiatives by a group of large information technology companies, which formed a consortium to share ideas and experiences.The areas of technical support, whether in help desk or in customer care, depend upon the qualification of the people involved in the process, and this in turn depends upon knowledge. Indeed, how can one resolve a problem without knowing the subject concerned? The worst is that such subject is usually a technical issue, or is related to something technical, as the functioning of software or a product. Even in the cases of requisitions, where the agent does not go to resolve a problem, but to render a service to handle a request, knowledge is required: how to proceed to fulfill the necessity, or to whom and how forward the requisition, and what information is necessary? And if the requisition is a request for information, where to search for this information to pass to the requestor?KCS was created, with certain assumptions common to knowledge management, to deal with obtaining, sharing and transmitting knowledge to improve service, involving incidents and problems. As the methodology itself determines, it can be adapted to aid in forming a useful knowledge basis for handling requisitions. In the first part of the book KCS is presented and commented upon in a detailed manner, including its concepts, objectives and practices. As the theoretical concepts are presented and explained, and that, therefore, a context is provided, in its second part the book develops and presents a practical proposal of planning and implementing a knowledge management system using the practices of KCS. What is being proposed is the use of the conceptual basis of KCS, but not being limited thereto. Indeed, a roadmap resulting from the concepts as well as the experience and a certain creative boldness of this author is presented. The model proposed is something practical and applicable in companies of any size which have areas of technical support, service-desk, shared services or customer care. As they are practices suggested, they can be adapted, obviously, but their structure has a composition which allows the understanding of the themes in a logical and clear sequence, without ever losing sight of the essential academic concepts of knowledge management and KCS, obviously.

Download or read book Self Service in the Internet Age written by David Oliver and published by Springer Science & Business Media. This book was released on 2009-03-02 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt: Dave Oliver, Celia Romm and Fay Sudweeks This book follows previous texts: Celia Romm and Fay Sudweeks (eds) (1998), Doing Business Electronically: A Global Perspective of Electronic Commerce, and Fay Sudweeks and Celia Romm (eds) (1999) Doing Business on the Internet: Opportunities and Pitfalls. Not only is this current book about doing something, but it also aims to present insights into how electronic commerce impacts upon the lives of everyday people; in other words, how electronic commerce is received, as well as how it is ‘done’. Accessing the Internet on a regular basis has become an established activity for many people. This activity gives academics and researchers the opportunity to observe and study the nature and effects of this engagement in society. The influence of the Internet in our social fabric also provides the incentive for organizations to implement a web presence. As expressed in the title Self-Service on the Internet: Expectations and Experiences, we aim to present the expectations or reasons for the availability of various services on the Internet, and social responses to these developments, i. e. the experiences. These are the two main dimensions to the chapters presented in this book. The major component in the title is self-service on the Internet. The term electronic commerce is too restrictive for our purpose as it tends towards commercial overtones, which do not especially concern us.

Download or read book Customer Knowledge Management People Processes and Technology written by Al-Shammari, Minwir and published by IGI Global. This book was released on 2009-03-31 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book introduces an integrated approach to analyzing and building customer knowledge management (CKM) synergy from distinctive core advantages found in key organizational elements"--Provided by publisher.

Download or read book Knowledge Management written by Irma Becerra-Fernandez and published by Taylor & Francis. This book was released on 2024-02-23 with total page 398 pages. Available in PDF, EPUB and Kindle. Book excerpt: Knowledge Management: Systems and Processes in the AI Era, Third Edition, is aimed at students and managers who seek detailed insights into contemporary knowledge management (KM). It explains the concepts, theories, and technologies that provide the foundation for knowledge management; the systems and structures that constitute KM solutions; and the processes for developing, deploying, and evaluating these KM solutions. This book serves as a complete introduction to the subject of knowledge management, incorporating technical and social aspects, as well as concepts, practical examples, traditional KM approaches, and emerging topics. This third edition has been revised and expanded to include more coverage of emergent trends such as cloud computing, online communities, crowdsourcing, and artificial intelligence. Aimed at advanced undergraduate, postgraduate, and MBA students who are seeking a comprehensive perspective on knowledge management, Knowledge Management is also complemented by online support for lecturers including suggested solutions to the many review questions and application exercises contained within the book.

Download or read book Knowledge Management for Customer Service written by Gerardus Blokdyk and published by Createspace Independent Publishing Platform. This book was released on 2018-04 with total page 138 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do you use Knowledge Management for Customer Service data and information to support organizational decision making and innovation? What threat is Knowledge Management for Customer Service addressing? What would happen if Knowledge Management for Customer Service weren't done? Whats the best design framework for Knowledge Management for Customer Service organization now that, in a post industrial-age if the top-down, command and control model is no longer relevant? Which customers cant participate in our Knowledge Management for Customer Service domain because they lack skills, wealth, or convenient access to existing solutions? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Knowledge Management for Customer Service investments work better. This Knowledge Management for Customer Service All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Knowledge Management for Customer Service Self-Assessment. Featuring 710 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Knowledge Management for Customer Service improvements can be made. In using the questions you will be better able to: - diagnose Knowledge Management for Customer Service projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Knowledge Management for Customer Service and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Knowledge Management for Customer Service Scorecard, you will develop a clear picture of which Knowledge Management for Customer Service areas need attention. Your purchase includes access details to the Knowledge Management for Customer Service self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. Your exclusive instant access details can be found in your book.

Download or read book Knowledge Management for Customer Service a Clear and Concise Reference written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2018-03-07 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: How much does Knowledge Management for Customer Service help? Is Knowledge Management for Customer Service linked to key business goals and objectives? Why are Knowledge Management for Customer Service skills important? Is there a Knowledge Management for Customer Service management charter, including business case, problem and goal statements, scope, milestones, roles and responsibilities, communication plan? How will you know that the Knowledge Management for Customer Service project has been successful? Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role... In EVERY company, organization and department. Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Knowledge Management for Customer Service investments work better. This Knowledge Management for Customer Service All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Knowledge Management for Customer Service Self-Assessment. Featuring 710 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Knowledge Management for Customer Service improvements can be made. In using the questions you will be better able to: - diagnose Knowledge Management for Customer Service projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Knowledge Management for Customer Service and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Knowledge Management for Customer Service Scorecard, you will develop a clear picture of which Knowledge Management for Customer Service areas need attention. Your purchase includes access details to the Knowledge Management for Customer Service self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. Your exclusive instant access details can be found in your book.

Download or read book Knowledge Management in Practice written by Anthony J. Rhem and published by CRC Press. This book was released on 2016-08-19 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This evidence-based book provides the framework and guidelines that professionals need for working with the contemporary explosion of data that is creating opportunities and challenges to all phases of our society and commerce." –Larry R. Medsker, Research Professor in Physics and Data Science, The George Washington University Knowledge Management in Practice is a resource on how knowledge management (KM) is implemented. It provides specific KM methods, tips, techniques, and best practices to gain competitive advantage and the most from investing in KM. It examines how KM is leveraged by first responders, the military, healthcare providers, insurance and financial services companies, legal firms, human resources departments, merger and acquisition (M&A) firms, and research institutions. Essential KM concepts are explored not only from a foundational perspective but also from a practical application. These concepts include capturing and codifying tacit and explicit knowledge, KM methods, information architecture, search, KM and social media, KM and Big Data, and the adoption of KM. Readers can visit the book’s companion website, KM Mentor (www.KMMentor.com), where they can access: Presentations by industry leaders on a variety of topics KM templates and instruction on executing KM strategy, performing knowledge transfer, and KM assessments and audits KM program and project implementation guidance Insights and reviews on KM tools Guidance on implementing and executing various KM Methods Specialized KM publications A private secure collaboration community for members to discuss ideas and get expert answers and advice

Download or read book Knowledge in Organisations written by Laurence Prusak and published by Routledge. This book was released on 2009-11-03 with total page 269 pages. Available in PDF, EPUB and Kindle. Book excerpt: First Published in 1997. The second in the readers' series, Resources for the Knowledge-Based Economy, Knowledge In Organisations gives an overview of how knowledge is valued and used in organisations. It gives readers excellent grounding in how best to understand the highest valued asset they have in their organisations.

Download or read book KASH written by Ashwini Kumar Singh and published by Notion Press. This book was released on 2024-05-14 with total page 628 pages. Available in PDF, EPUB and Kindle. Book excerpt: “The capacity to learn is a gift; the ability to learn is a skill; the willingness to learn is a choice.” - Brian Herbert The book aims at encouraging readers to capture the various facets of the 4 factors of learning – Knowledge, Attitudes, Skills, and Habits. These factors of learning have a direct influence on our success and performance. Knowledge and skills are mostly associated with learning and are developed through teaching or experience. Attitude and habits are factors associated with execution and are cultivated through good coaching and training. Knowledge and Skills are the learning component of an individual, while the Attitude and Habits are the performance attributes of a person. “Knowledge is power.” This is the first key to success as a business leader. This includes staying up-to-date with the latest trends and best practices in the industry, as well as acquiring a deep understanding of business’s products, services, and operations. “Attitude is essential.” In addition to knowledge, attitude and mindset are critical to success as a leader. You must be positive, resilient, and adaptable, able to weather challenges and setbacks and emerge stronger on the other side. “Skill is imperative.” Without skill, application of knowledge is not practicable. This includes both technical skills related to your industry and more general leadership skills, such as communication, collaboration, and problem-solving. “Habits are ultimate.” As a leader, you must cultivate habits that support your success and well-being. “Motivation is what gets you started; Habit is what keeps you going”—Jim Ryum

Download or read book The Art of Support written by Francoise Tourniaire and published by Lulu.com. This book was released on 2016-02-02 with total page 389 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.