Edward S. Levine is Co-founder of Technically Speaking, an internationally recognized consulting firm that specializes in increasing the value delivered by client-facing teams. Technically Speaking has trained thousands of SEs, Consultants and supporting Managers on his proven and unique client acquisition and retention techniques.Edward was also the Founder of Applied CAD Technologies, a company providing computer aided design software to the Engineering community. This early exposure to the often-underrated value of technical support teams helped fuel Edward's interest in later Co-founding Technically Speaking to better support and enable this population.This book is the result of more than 15 years of working with and learning from a variety of technical teams from around the world. Over time, Edward has chronicled a list of best practices and created and extensive knowledge base which he brings here in a single publication or the first time.