InnerVentures

  • 5 usage and adoption heuristics for customer success

    I wanted to capture some simple rules of thumb that I could use to easily remember the top line influences on my work in customer success. I created a doodle to make it fun and memorable (for me) but also shareable. I came up with these 5. I’m sure there are more. These would only…

    Stephen Danelutti

  • Success Hacking

    Success Hacking takes a very experimental and evidence based approach to achieving outcomes. Target. Do. Observe. Learn. Many of the activities I have pursued in my life were conducted in this spirit. I’ve tried to capture them as portfolio projects. Some were not successful per se but the learning in every case was. Which I…

    Stephen Danelutti

  • Metrics that matter and the ideal customer success dashboard

    One chapter of my new eBook / trend report is going to cover metrics. What you track and how you track it. There is much written about the metrics themselves and I wasn’t yet ready to delve into that. I doodled what I thought was largely the ideal dashboard I could have in front of…

    Stephen Danelutti

  • The customer’s success is crucial to yours and begins with mindset

    I’m surprised more organisations haven’t cottoned on. Focusing on making customers successful with the use of your products or services. Understanding that this success drives your success. Understanding the drivers of success and amplifying these. You’d think organisations would have armies focused on this. They talk about it enough. Think of product demo’s you have…

    Stephen Danelutti

  • The customer success and experience iceberg

    I’ve just started working on my new eBook / trend report and I got to thinking about the cover. A little back to front but it’s often a catalyst for thinking about any other major concepts I want to cover, or ways of explaining existing concepts (sense making in other words). I have already largely…

    Stephen Danelutti

  • The Future of Customer Success is Not Human

    It’s a pretty provocative statement, I know. To be clear, I’m not suggesting humans won’t be involved any longer or that there won’t be a need for them. If anything, humans will be liberated to carry out the high-touch, heavy lifting work we are uniquely qualified to do and should be focusing on instead, like…

    Stephen Danelutti

  • Customer experience, the subscription economy and 10 ways success teams will make you win

    The Subscription Economy Advances in technology, economic pressures and shifting cultural norms mean new models of ownership are gaining attention in many industries. People are increasingly interested in consuming and paying for temporary or limited access to goods and services, rather than purchasing them outright. Subscription-based models in which companies offer ongoing access to a…

    Stephen Danelutti

  • Innovation is the why, change is the how

    There is a lot of talk about being more agile, responsive, lean, etc. These are all very worthwhile approaches. They all very often take a view on different ways of dealing with change starting with the need for change. The central theme to all of the above is very often that the pace of change…

    Stephen Danelutti

  • State of Customer Success – Learnings from Pulse 2017

    I attended Pulse 2017 in San Francisco a few weeks back, a three day event run by Gainsight, a vendor selling customer success software. A massive event for this nascent industry with over 4000 attendees. Gainsight is gaining traction and on the first day of the event they announced a new round of investment at $52M.…

    Stephen Danelutti

  • Role of the customer success manager

    This is pretty much an abridged description. I’m adding a few words to some of the headers in the diagram although I think they are pretty self explanatory. If you think I got anything wrong or missed anything let me know in a comment. I’m doing this because I think it will be useful in…

    Stephen Danelutti

  • Building user success managers

    One of a customer success managers (CSM) main tasks with customers he or she works with is to build user success managers (USM). It’s not unlike the famous Intel Inside campaign that targeted end users of a technology component (microprocessors) through promotion of the PC in which it was used. The hero was the PC. Sales of personal…

    Stephen Danelutti

  • Technology alone is not enough

    As we approach a fourth transformation (according to Robert Scoble and Shel Israel it’s How Augmented Reality and Artificial Intelligence Will Change Everything), we face some challenges and questions. Will machines master humans, especially in the work place? How will we coexist with machines that begin to outstrip our intelligence capabilities? What are humans uniquely positioned…

    Stephen Danelutti

  • Notes for system design

    I was thinking, since I’ve done some work on a few systems, that I should capture some notes. Guidelines really since I plan to create a few more :) Here is an example of one system I recently created: Lean startup methodology applied to successful enterprise technology adoption So here are the notes in summary, in…

    Stephen Danelutti

  • Creativity jumps in top ten skills 2020

    At least according to this World Economic Forum report: The 10 skills you need to thrive in the Fourth Industrial Revolution. Something to add to my new trend report – intro to that here: The post robotic AI age and the role of creativity and innovation #creativity #trends

    Stephen Danelutti