I’ve been thinking it’s high time to put something like this together. I mean I have a welcome message that attempts to orient readers and sense make the purpose behind this site and its activities: Welcome to the adventures. I’ve also put a DanelDoodle together: InnerVentures in a doodle. This manifesto goes a little deeper. It’s mostly for me, a kind of reorientation if you will as to why I’m doing what I do on this site. I’ve captured it in a PDF. I had loads of fun designing it which was kind of the point too. I hope you enjoy it as much as I did creating it 💪💓Continue reading Adventures inside organisations and of the mind – a manifesto
SenseMaking is not just for those in the Customer Success business. That post links to a report on skills of the future and SenseMaking is very much one of them, for all future workers. In an increasingly complex and noisy world you can see why. For Customer Success it makes even more sense.Continue reading SenseMaking – The Customer Success Superpower
Thanks for visiting. This is a welcome post to orient you around this site and its core focus areas. Find out more about the owner of this site by going to the about page. If you look at the sidebar of full posts, a list of categories and tags will give you a better idea of topics covered.Continue reading Welcome to the adventures
I’ve decided, while I work in the business of dealing with customers questions on Microsoft 365 all the time (disclosure), either directly or indirectly, I might as well share them if they can be of help to others. Where I can of course and naturally, not just the questions but the answers too. All questions and answers respect both sides sensitivities (some parts have been redacted) and the topic is covered in the post title. Answers in grey background starting with initial questionsContinue reading Microsoft 365 customer questions – Viva Connections
I was thinking the other day about the times when I’m most productive at work. So much has been written about the subject and I work at a company and in a role where it’s one of the key functions of my job, i.e. to make people more productive through technology. There are a gazillion sites and services out there on how to be more productive. I think a lot of them miss the point.Continue reading The ebb and flow of productivity at work
Even if every company is now a tech company, there is still a massive gap between the early and fast adopters and the laggards. It goes beyond the chasm of initial technology adoption because now the assumption is all companies have to be using technology in some form or other to compete. The question is how well and how much are they keeping up.Continue reading Minding the accelerating technology gap
Working at Yammer back in the day (2012 onwards), we were at the forefront of some cutting edge work practices that had been brewing a while. The advent of social technologies of which Yammer was a latest iteration and that I had also previously been involved in (more here: birth of enterprise social) were driving these new practices. At the time we came up with a concept that could probably be called a precursor to hybrid work in that it made the most of social technologies that enabled remote work yet also included in person work. We used to hold frequent get togethers including customers, employees, leading outside thinkers, etc. There is still a Facebook group and LinkedIn group that are semi active for organising things. The manifesto which is the featured image for this post describes the concept at its core and below are some additional notes penned at the time. Sharing here for posterity.Continue reading We Work Unbound – key concepts for a hybrid world
I received a newsletter in my inbox from Nespresso a week ago and I was so impressed I thought it worth sharing. Take a look at the screenshot below accompanied by a few brief comments.Continue reading Anatomy of clever marketing – Nespresso gets personal and location based
NOTE: Enterprise technology and Microsoft 365 (M365) customers are predominantly the context for this post but hopefully it is still useful more broadly. In this context, I define onboarding as the set of activities related to the initial provisioning and orientation of a technology for users. It should ensure that users have seamless access and knowledge of what to do when first logging in and orienting themselves with the product. Just some of the basic things to consider:Continue reading Beyond onboarding – growth hacking adoption of your product with customers
Just a few weeks ago I highlighted how important innovation was and yet how disinterested everyone was in it: Innovation has never been more problematic or needed – 3 things you can do. I went on to suggest 3 ways in which you could address this challenge. Not more than a week later, this post came out on the World Economic Forum (WEF) site: Companies need innovation more than ever. Here’s how to measure it. It makes similar points that cover challenges and solutions. In my previous post I shared an example of a company tackling things the right way. In this post I’ll talk briefly about the WEF post and share another great example of a company doing things right.Continue reading Overcoming challenges in an innovation imperative world – 2nd edition
This is a long overdue follow-up to a piece I doodled and wrote about way back in 2016: The Modern Organisation’s Hierarchy of Needs.
For two main reasons its due an update. The clue to the first is in the original title. Anything that lays claim to being modern needs a revisit at least every 5 years.
The second is the more important one in that the COVID-19 pandemic has had a profound effect on individuals and organisations since then and this requires the model to be revisited.
The pandemic has put pressure on organisations like never before and so it becomes even more important to hone your craft and perfect the way you actualise your business for continued survival. I would argue that Maslow’s Hierarchy of Needs continues to provide a sound basis for addressing the needs of an organisation (just as much as for an individual) and what to focus on for a healthy and successful business.
Some of the elements remain unchanged so I wont go into detail on those other than what you can read in the DanelDoodle – read the original post if you want to know more. Below is a little on what I think has changed in 5 or more years and since the pandemic hit us.Continue reading The post pandemic organisation’s hierarchy of needs
In line with the trend I’m watching and some recent work I’ve been doing working with colleagues in sales and marketing, I had some brief additional thoughts around this topic. More on the trend here: Customer Success Marketing and Scale.
These thoughts in the form of a DanelDoodle are a little heavier on the sales side. I do work very closely with sales people because I end up landing with what they have sold so it’s in my interest. I also want them to do a better job because ultimately, especially in SaaS businesses, its all interconnected. After I have done my job and they come back to renew or upsell the customer, they will expect that I have done the right thing to make that easier for them. So its a two way street.
I think the doodle is fairly self explanatory and I am using it to share my thoughts with colleagues on how we can work better together. Maybe its of use to you.
The title of this post actually comes from a video I viewed on Big Think way back in 2016. It was a short video by renowned American physicist, Michio Kaku. I’ve just searched the site extensively to try and find it again but couldn’t. Good thing I downloaded a copy at the time and uploaded it to YouTube. I wanted to capture it as I recall it was not shareable. I have based a lot of my thinking on its prognostications since then. I first referenced it here: After robots and AI – intellectual capitalism where creativity and imagination thrive.Continue reading Jobs of the future will be what robots cannot do
Everyone wants innovation, no one wants to innovate. It’s similar to change. Therein may lie the rub. They are such broad terms, they may have lost their significance. But the problem goes beyond lack of interest, there is a lack of purpose or organisation/management, the pace of change, all and more contribute to this situation. Call it innovation fatigue if you will, in fact a book has got that covered already: Innovation for the fatigued – How to Build a Culture of Deep Creativity. And yet, the imperative is as high as ever.Continue reading Innovation has never been more problematic or needed – 3 things you can do
My background in advertising makes this an interesting topic and you will hopefully soon see where the company customer interactions come in. I started out in the ad industry in the 90’s but left it before the turn of the century. My reasoning: the writing on the wall which indicated a gradual decline and irrelevance for the practice, especially at the onset of the technological revolution that was the world wide web. Twenty years later it’s worth pondering where things stand and if I was right in any way.Continue reading State of advertising and company customer interactions 2021