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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State of Customer Success 2018
I attended Pulse Europe (the 4th) on the 8-9th November, an event run by Gainsight, a Customer Success (CS) technology vendor. They run the larger,…
Enabling Usage Insights for Office 365 Customers
This post provides first some simple context for whom and why it is important to understand usage of enterprise technology platforms and then how we…
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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…
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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…
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…
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…
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…
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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…
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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…
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…
