Category: Benchmark

5.13.26 Read Time: 2 Mins

What to Measure Instead of Deflection: The Engagement Framework

Stop measuring defection and start measuring engagement – here is how.

4.27.26 Read Time: < 1

From Cost Reduction to Revenue Growth — What Salesforce’s AI Journey Tells Every Support Leader

If support cannot align to growth — if it remains defined by ticket volume and cost per case — AI can do that work at lower cost. Support becomes a …

4.9.26 Read Time: 4 Mins

Where We Are, Where We’re Going, and Why It Matters More Than Ever

Support must change now. We have been rooted in what we do and how we do it for so long that the kind of change support needs is difficult. But …

3.31.26 Read Time: 5 Mins

Do You Have the Right Data to Tell Support’s Story?

The right data does not just tell you what support does. It tells you what support is worth. This edition introduces the measurement stack that makes that story possible.

3.20.26 Read Time: < 1

Activity is visible. Impact is not.

Support reporting makes us look busy. Being busy is not enough. Being valuable is the goal and this requires proof.

5.20.25 Read Time: 4 Mins

Reality Check: Are AI, Self-Help, and KM Delivering on Their Promise to Scale Support?

This article introduces how Support teams can maximize AI, self-help, automation and KM impact through smarter investments and better metrics

4.21.25 Read Time: 2 Mins

Support: The Strategic Lever You’re Not Fully Leveraging (Yet)

This article introduces how Support teams can maximize AI, self-help, automation and KM impact through smarter investments and better metrics