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An explorers guide to the new era of work
The explorer There’s a long list of traits prevalent in the explorer, people that are naturally inclined to overcoming challenges and seeking new discoveries in any field, place or time. Those traits that stand out for me are the joy of mastering new skills or knowledge, an insatiable desire for uncovering truth and new things…
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SaaS beyond Software – Automakers
The auto industry needs Customer Success managers. Geoffrey Moore, famed author of Crossing the Chasm and father of Moore’s law is writing a new book on Customer Success. This slide above comes from a talk where he is quoted applying the concept of customer success to manufacturing. I applied the same thinking in this blog…
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Agile in nature not just by name
Satya Nadella (CEO of Microsoft where I work) recently shared his thoughts on how organisations need to embrace “tech intensity” to innovate and grow in today’s high-intensity digital economy. He didn’t specifically call out speed but its implicit in everything he said. I’m surrounded in the work I do at Microsoft, by IT teams that…
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Role of Self Service in Customer Success
Customer success teams were put in place in technology SaaS and subscription companies to ensure that customers are successful in their use of the technology they invested in. They have become a core part of ensuring the customer derives long-term value and ultimately stays with the vendor (in other words renews the subscription). But has…
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Role of Sales in Customer Success and 6 rules to guide you
How many times in your role as a customer success manager working with customers, have you struggled with the solution you are trying to implement where it has not been sold right? By solution I mean what is constituted in the solution selling process (products and services, solving problems or needs and/or delivering specific business…
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Of hopes and dreams in organisational transformation
I work indirectly in the organisational transformation business. I help with the adoption of new technologies. This often drives a need for change. Ideally I see it being done because a group of forward thinking individuals have realised the need for change. Perhaps they see there are better ways of achieving outcomes than in the…
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New directions in content creation
I’ve just enabled the new Gutenberg editor in WordPress, what I use for my site and blog. The goal of this new editor is to make adding rich content to WordPress simple and enjoyable. This post is a test and a review all in one. It’s not an entirely new concept since platforms like Medium…
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How the specialist engages with work
Choose it, don’t let it choose you. Engage in the process of engaging. Don’t just say yes to what is thrown at you from team mates, bosses, customers, random approaches from the web and social media. Be discriminating or become a generalist. Be focused or fail, as in Warren Buffet’s 5/25 Rule Arrogant you might…
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Why customer experience and success share the same roof
There is a fundamental premise I make in the new eBook / trend report I am working on captured in the title. Yet I’ve taken part in debates on LinkedIn that show there are divisions in opinion. Separatist thinking even. Some think that customer success (CS) is the new kid on the block and muscling…
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The Customer Success Team Maturity Model
NOTE: The thinking behind this model applies predominantly to enterprise SaaS operations. It also applies to the maturity of your customer success team, not the customer’s maturity in relation to their use of your product or their interactions with you. I’ve already written about the phases of the model above in this post: Customer experience,…
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The connected car vision is missing a few connections
The connected car is the future for automotive companies. There is a lot going on in this space. I know because in my business, I have several customers in the industry. But you don’t need to be in the business to know. I recently purchased a car. It’s connected and awesome, I’m impressed. But my…
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Role of purpose and intent in customer success
How do you begin to assess how successful you are likely to be with your customers ahead of the customer success journey? Taking this approach, perhaps you can even determine if you should embark on the journey or not. A good place to start is probably the end point. Stephen R Covey, author of the…
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Measuring customer success one advocate at a time
Creating customer advocates is a measure of customer success by some. Not enough though, in my view. I have a view because I’ve helped create a fair share of advocates. Just recently three of my customers got up on stage and spoke at a large event to other customers and prospects. I’ve also had the…
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Why bad customer experience matters and Avis does not try harder
This is about a recent customer experience I had with Avis which has cost them my loyalty. This is not just a rant, annoyed as I am. I’m capturing this kind of story as a way of illustrating what good or bad customer experiences look like for my new eBook / trend report. Its unfortunate…
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