ASP , TSANet, & FT Works-Leaders Workshops


ASP , TSANet, & FT Works Announce a Customer Skills Workshop With Francoise Tourniaire

By Al Hahn
Executive Director
The Association of Support Professionals

ASP, TSANet and FT Works today announced remote workshops for Support Leaders. There will be six sessions over six consecutive weeks, February 24, March 3rd, March10, March 17, March 24, and March 31, 2022. Registration is now open. Classes are limited to a maximum of 20 people to ensure interaction and that every attendee receives personal attention. Topics and prerequisites are listed below. Put these dates on your calendar. Registration starts in a few days.

The Art & Practice of Customer Journeys

Date and Time
Feb 24 | 9:00 – 11am Pacific




  • What are the benefits of defining personas and journeys?
  • Who should define personas and journeys?
  • What does the journey definition process look like?
  • How many personas do I need?
  • What details do we need to define for each persona?
  • Do we need to align with sales personas?
  • Do journeys have to encompass pre- and post-sales?
  • What kinds of activities do I include on journeys?
  • How do I use journeys once they exist?
  • What are the maintenance requirements for journeys?

Please bring a proposed persona for your environment: we will help you build a journey with you during the workshop (or critique an existing journey)

Digital vs Live vs Hybrid Journeys

Date and Time
March 3 | 9:00 – 11am Pacific


The Art and Practice of Customer Journeys


  • What are digital and hybrid journeys?
  • How do I decide what activities in the journey need to be live?
  • How do I identify touchpoints that can be done digitally?
  • What’s special about digital journeys?
  • How do I transition from live to digital or hybrid journeys?

Please bring one of your customer journeys to the workshop: we will help you identify how to optimize the touchpoints

Support Website Design

Date and Time
March 10 | 9:00 – 11am Pacific


The Art and Practice of Customer Journeys
Digital vs. Live vs. Hybrid Journeys


  • How can I audit my website to identify opportunities for improvement?
  • When do I need to start from scratch?
  • How do I fund a website redesign?
  • Who needs to be involved in a redesign effort?
  • What are the three steps to designing support websites?
  • How do I leverage customer journeys into website design?
  • Do I need to hire an outside designer?
  • How do I test a new design?
  • How do I manage very large product suites?
  • How do I handle a multi-language website?
  • Do I need an app instead of a mobile website?

Please bring your website and questions to the workshop: we will help you identify key improvements

Intelligent Swarming & Collaboration

Date and Time
March 17 | 9:00 – 11am Pacific




  • What’s swarming and why is it different from collaboration?
  • What are the benefits of swarming and collaboration?
  • Under what circumstances should I choose a swarming model?
  • How do I design an effective swarming model?
  • How do I implement a switch to a swarming model?
  • What’s the relationship between swarming and knowledge management?
  • What performance management criteria can I use with a swarming model?


Date and Time
March 24 9:00 – 11am Pacific




  • What are communities?
  • Who owns the community: support or marketing?
  • Should I even start a community?
  • What do I need to do to get a community going?
  • How do I cultivate MVPs?
  • Besides a discussion forum, what can be done in a community?
  • What is the ROI of communities?

Please bring your questions about creating a community, or managing your existing community: we will discuss them during the workshop

Breaking Down the Silos

Date and Time

March 31 | 9:00 – 11am Pacific




  • Why are silos a particular challenge for support?
  • What are the benefits of breaking down corporate silos?
  • How do I work with Sales?
  • How do I work with Customer Success?
  • How do I work with DevOps?
  • How do I work with Engineering/Development?
  • How do I work with Product Marketing?
  • How do I work with IT?
  • When should I give up and create a parallel organization instead?

Please bring your silo challenges to the workshop: we will help you design strategies to overcome them.

About the Instructor

Francoise Tourniaire is a well-known Support Consultant. She has over 30 years’ experience in post-sales support in the high-tech industry. In 1998, she founded FT Works, a consulting firm that helps technology companies improve their customer success and support operations.

She is the author of The Art of Support, Just Enough CRM, Collective Wisdom: Transforming Support through Knowledge, and Selling Value.

here to register.

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