Sources for image gallery plus other related articles: Culture: The Biggest Challenge in Getting the Subscription Model Right MaaS transit: The business of mobility as a service The first era of SaaS ends: ‘Best of breed’ was prelude to […]
Read moreCategory: Customer Success
State of a category – customer success 2021
I’ve been in this space formally for almost 10 years now. I say formally because I’ve been doing the work a lot longer, just under another name. I’ve been passionate […]
Read moreCustomer Success Operations – an excellent roundup
From this article over at Process Street which I just discovered. Very useful since I am doing so much work in this space at the moment and I am trending watching this and related topics here: Customer Success Marketing and Scale.
Considering Microsoft Teams as a Platform – get started with App templates
In several foundational pieces I have written about Microsoft Teams as a Platform (disclosure). This post gets to some of the detail and focuses on a simple way to get […]
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A synergy of forces shaping the future of work
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
Customer success operations – some answers
I was asked by Brook Perry from ’nuffsaid if I would be interested in contributing to an article she was working on with others to get feedback on a set […]
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How to measure value for customers
This is a worthy challenge I’ve grappled with before, just check out my posts under the metrics tag. The other day I got my hands on a recently published Forrester […]
Read moreInnerVentures in a doodle
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 […]
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Customer Success is not about tech or human touch but about the right touch
By touch I mean the way and frequency of times a customer is touched by representatives of a company, whether by technology (think BOTS, automations, etc.) or a human. I […]
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The supremacy of business outcomes in a low code no code world
You may know of the new low code / no code approach to developing technology solutions (good primer if not). Simply put, it offers a development platform to users that […]
Read moreThe new customer success partnerships
Customer Success teams in SaaS companies (mostly what I am focusing on here) probably like to think they are the spearhead for making customers successful (as the name suggests). In […]
Read moreMetrics that matter in Customer Success
I had an interesting conversation on LinkedIn the other day. It was based on a retrospective view of the customer success profession which I had written about on the State of Customer Success in 2018 after attending a conference. I captured the essence of the conversation in a DanelDoodle and discuss briefly here.
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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 […]
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