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.
Continue reading “Two brains on “Everything as a Service” for the price of one”
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.
Continue reading “Balance customer success at scale with high touch when new demand spikes”
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.
Continue reading “Cloudy with a chance of churn and how to retain your SaaS customers”
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.
Continue reading “Corona as a catalyst for teamwork customer success and AI”
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.
Continue reading “Workplace collaboration has an outcomes challenge – get intentional to overcome it”
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”
David Sacks who founded Yammer (the original enterprise social network) alongside Adam Pisoni, knows what it takes to build a business or two. He nailed it in this tweet from the other day:
Continue reading “Why selling productivity is hard and what to focus on instead”
This DanelDoodle pretty much speaks for itself but just a few added notes. The feedback loop is the critical element for success (aside from the obvious one – the customer/user being at the centre of everything).
Continue reading “The product customer success cycle”
Not much elaboration needed but a few words just to be clear about what I am saying in this doodle:
Continue reading “Customer Success Influencers”
