According to Lincoln Murphy, customer success is all about helping customers achieve desired outcomes. SaaS companies that can help customers use software to realize those goals, will themselves succeed because customers will come to rely on the software companies product and will be more likely to renew. There are many ways for a software company to help its customers succeed. These way should include a combination of training, on-boarding, change management, on-going support, and knowledge management.
If training is support before customers need it, knowledge management is support in the moment customers need it. Francoise Tourniaire, Owner of FT Works and author of the book Collective Wisdom: Transforming Support with Knowledge, joins us to discuss the importance of knowledge management in helping customers succeed.
In this webinar, we will discuss how to:
- Create and publish knowledge your customers can use
- Maintain the content so it keeps up with the speed of your software
- Help customers with self-service
- Use technology for your knowledge management initiatives
- Measure the success of knowledge management
About Our Guest
Françoise Tourniaire is the founder and owner of FT Works, a consultancy firm that helps technology companies create and improve their support operations.
She is a frequent contributor to support industry newsletters and conferences. She is the author of The Art of Software Support, a practical guide to running software support operations, Just Enough CRM, a business manager’s blueprint to selecting and implementing CRM systems, Collective Wisdom: Transforming Support through Knowledge, a handbook for enlightened knowledge management in support organizations, and Selling Value, a guide to creating, marketing, and selling support packages.
She holds a Bachelor’s and Master’s in Mathematics from the University of Paris, France, and a Ph.D. in Math and Science Education from the University of California at Berkeley.