Two brains on “Everything as a Service” for the price of one

These are some thoughts captured and co-written by Stephen Danelutti and Jason Noble, two long time contributors to the world of Everything As a Service (XaaS) who met recently. We realised our common background and insights and decided to produce this combined thought piece – hope you enjoy.

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Balance customer success at scale with high touch when new demand spikes

I’m extremely lucky to work in a space that supports remote working, where demand is booming. COVID-19 has driven demand in the opposite direction for many, effecting their very existing. For the lucky few, it can also be something of a double edged sword. Supporting your customers the right way regardless, is crucial.

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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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Corona as a catalyst for teamwork customer success and AI

I wouldn’t be the first to jump on the Corona Virus bandwagon, if that’s what I was trying to. No, I’m simply observing the ways I see others doing so, with varying degrees of success, and for good and bad reasons. Mostly it’s a way to conflate the unintended impact it is having, or where it is catalysing efforts and could impact several areas I personally have an interest in.

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Workplace collaboration has an outcomes challenge – get intentional to overcome it

With the coronavirus, workplace collaboration is getting a big boost. Just check Zoom’s stock price in the last two months. Workplace collaboration is hardly new but it does have a slew of new angles, technology vendors, experts, etc. The ingredient often missing in all the hubbub (literally and in the market) are effective outcomes.

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For citizen development to work address innovation culture first

I’m seeing more and more signals driving this trend which has only been around a short while. Gartner describes citizen development thus.

Its precursor was the consumerisation of IT. One of the key aspects of this trend was that decision making on the use of software in organisations was increasingly being taken by business users, not IT.

Continue reading “For citizen development to work address innovation culture first”

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