Every Customer Support group is essentially a knowledge inventory operation, with knowledge repositories and access channels to those sources. Some access channels are inherently more efficient and effective than others for handling particular kinds of distribution requests. The key is to understand which requests to send to which channels, and why. The key to winning in Customer Success lies in effective usage and marketing of your data resources.
The Knowledge Inventory Operationhttp://mblaisdell.com/?page_id=35
The Technology of Customer Retentionhttp://mblaisdell.com/?post=3528
Mikael Blaisdell is the leading voice in the SaaS/Cloud sector on the strategy, process, people and technology of customer retention and increased per-customer profitability. Drawing upon the experience of more than 30 years in the support/service field, he provides a range of consulting services for SaaS/Cloud firms of all types and sizes, especially in the area of the emerging profession and practice of Customer Success Management. Publisher of The HotLine Magazine, Mikael's vision and commentary about how companies can optimize customer relationships is read in over 135 countries around the world.