Customer Success and Marketing functions are increasingly interrelated and working together. With scale motions and operations it’s driving customer experiences to new heights. I’m not sure its a new trend but I’ve started watching it here: Customer Success Marketing and Scale

A trend watcher is an innovator that spots trends and determines if they are here to stay and whether they should be incorporated into existing strategy. I enjoy it, it keeps me on my innovation toes and I dabble. I’ve captured this view with a few trends I’m tracking and published reports on already: Trend Watching

I’ve taken a short break from work and as you do when you have time, I’ve been thinking. For one, about this site, it’s activities and it’s purpose. I thought I would try and capture it in this doodle (DanelDoodle actually), which is in itself a function of many aspects of this site and my activities. This is a good representation for now and this post contains all the categories I write about for that reason. A good baseline for future progression and supplement to my welcome post.

Another shift the pandemic has accelerated – enterprise sales

B2B selling was already changing before COVID-19. I’ve written before about how I think customer success practices with their emphasis on product usage is changing sales to be more data and impact driven and more receptive to the user, not just the purchasing unit. This change is not unique to enterprise software sales – think about how you purchase cars these days, I did and it involved very few sales people or even physically seeing the car. VC Andreessen Horowitz looks to startups for inspiration and new research from McKinsey provides data points.

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As a Service trend research – technology ecosystems

One of the chapters I am covering in a trend report I am working on (As a Service Trend) will focus on technology ecosystems. Technology is fundamental to all of the solutions in the new As a Service sphere because of the connection it provides to data, between customer and provider, to physical things, etc. From an ecosystem point of view, I will also be touching on technology platforms as well as looking at the organisation as a platform – a view being explored by many.

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Cloudy with a chance of churn and how to retain your SaaS customers

One of the first things a customer will question in a downturn, is where they can cut or reduce recurring payments or OPEX. They will look for any reason, rational or otherwise. Licensing commitments aside, if you are a SaaS business and have been doing your job well, they should find only reasons to stay. Going forward, you can also do things to keep them committed.

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