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, Second Edition 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: segmenting customers, choosing delivery models that match customers’ requirements and resource constraints, managing knowledge, setting appropriate goals and objectives.
  • 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.
  • How to use customer data to influence strategic decisions for the product or service, prospecting, and selling

If you are a fan of the classic, The Art of Software Support, find out about the differences.


In 385 pages, The Art of Support covers:

  • Designing support portfolios, including pricing and discounts
  • Customer success, from segmenting customers to structuring CSMs’ compensation
  • Self-service support, knowledge management, and online communities
  • Issue resolution, selecting a resolution model and leveraging collaboration
  • Managing the business of support, from staffing models to budgets, to ROI analyses
  • The support organization, reporting structures, outsourcing, and partner support
  • Managing support people, job ladders, recruiting, scheduling
  • Tools for support, with checklists by tool type and recommendations for integrations
  • Support metrics, dashboards, and scorecards