Menu
Rendelés állapotának ellenőrzése
Kapcsolat
Könyv Customer Support Excellence Michael Delany

Customer Support Excellence

A Best Practices Catalog for High-Performing B2B SaaS Support Organizations

Szerző: Michael Delany
Nyelv: Angol
Kötés: Puha kötésű
Kiadó: Lulu.com
Elérhetőség: Beszállítói készleten
Küldés 10-18 napon belül
6 655 Ft
Support done well is a craft - and a business advantage. Customer Support Excellence is a field guid...

Információk a könyvről

Szerző
Michael Delany
Nyelv
Angol
Kötés
Könyv - Puha kötésű
Kiadva
2026
oldal
62
EAN
9780557997442
ISBN
0557997445
Enbook ID
53737775
Kiadó
Lulu.com
Súly
219
Méretek
216 x 280 x 4

Teljes leírás

Support done well is a craft - and a business advantage. Customer Support Excellence is a field guide for leaders building high-performing B2B SaaS support organizations, distilling the philosophy, structures, and daily disciplines that separate great support teams from ticket factories.

Across twenty focused sections, it covers the foundations (support's mandate, operating principles, and team design), the execution disciplines (case management, communication, knowledge, escalation and incidents, QA, automation and AI, voice of the customer, and onboarding), the measurement layer (the metrics that matter, tooling, and a five-stage maturity model), and the business of support - segmentation and entitlements, channel strategy, workforce management, cost-to-serve economics, compliance, AI governance, and monetized Premier support tiers. Six ready-to-use appendix templates, from an SLA matrix to a QA scorecard and a 30/60/90 ramp plan, turn the guidance into tools you can adopt today.

Written for the leaders who have to scale quality and efficiency at the same time.