The Modern Organisation’s Hierarchy of Needs
NOTE: See bottom of page for updated version and notes. The doodle above started out as a fun way of framing the way the world of…
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Adoption Hacks
Adoption hacks are little tips and tricks you can use to stimulate adoption of technology. Actions that can include any number of activities, all designed…
Update on As a Service Trends
As I think more about this whole space and track the developments in it with posts like this, I'm trying to envisage dynamics of the…
Role of marketing in customer success
I attended a customer success meetup last Friday which produced some excellent conversation. I've been thinking about the topic of this post for a while…
Update on As a Service Trends
When Ikea considers changing its business model then you know something is afoot. The big news this last week was Ikea thinking about making certain…
The role of innovation in customer success
Customer Success activities are maturing. I have been doing the job since at least 2012 and have seen the profession go through fundamental changes to…
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Update on As a Service trends
In my new eBook / trend report I will cover the As a Service trend (see point 9 here for more on that) and the…
Playing your part in the machine of business is hard. Start with mindset.
Business transformations or change management efforts are a dime a dozen. We are bombarded by the constant need for change in the face of accelerating…
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Considering buying a new technology platform, ask this about their customer success
I’ve been on both the receiving and offering end of efforts so can speak to both. In the Software as a Service business especially, if…
Leading the right behaviours through metrics and new work models
Metrics drive behaviour. Organisations also know that they can better manage, what they can measure. So if you want to change behaviours, look at the…
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Thought Rocket: The Conversation is the Collaboration
Workplace chat is something I am heavily focused on at the moment, i.e. my customers use of Microsoft Teams. Either through lack of knowledge or…
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