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…
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…
What good data looks like
This last week I attended a meetup and workshop in London organised by Customer Success Network, a European based not-for-profit community for customer success managers. It…
What business are you in?
The question in the title derives from the classic marketing thought piece by Theodore Levitt entitled Marketing Myopia. At the time it rocked not just…
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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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…
