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.Continue reading “Metrics that matter in Customer Success”
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”
I’m trying to distil the essence in this doodle, often for my own sanity, to help me focus on the right activities in the work I do with customers.Continue reading “Customer Success outcomes and their causes”
The latest and greatest posts and research on the subject and these are all being tracked with a tag here. I include Customer Success in this being a subset of the As a Service trend but I’ve added it under a separate section.
- The future of car ownership: Cars-as-a-service
- Automated Vehicles Will Unlock Countless as a Service Business Models
- Everything You Need To Know About Mobility as a Service
- Miles Driven, Not Cars Sold: 5 Takeaways on Subscription Programs. Rounding off a collection of posts about the automotive industry, this one does a great job of explaining how thinking around value propositions needs to and can change.
- What do subscription services and streaming mean for the future of gaming?
- The end of ownership and the rise of usership (my own post :)
- Delivering on subscription services (includes results from a survey of over 1,000 consumers conducted by Vantiv and Socratic Technologies as well as an infographic)
- HPE boldly commits to everything-as-a-service, but is it a smart bet?
- A rare glimpse into the sweeping — and potentially troubling — cloud kitchens trend. This really is a great view into how the As a Service trend is permeating industries and sometimes not without troubling consequences.
- 11 Interesting Recent Statistics on the Subscription Business Model. More evidence if it was needed at all.
Are you a Customer Success leader? Do everything you can to remove barriers in the way of your CSM’s so they have only one thing to focus on: Customer Success
Microsoft Teams is such an incredible work productivity tool. It doesn’t just bring work from other applications into the conversation but the whole tool itself. That plus the ability it offers to structure activities into logical workflows provides perfect context for bringing business scenarios to life.
Business scenarios are an important mechanism in beyond adoption to drive business value.
Check out a brief intro and demo I’m using with customers into the use of Teams in the context of an example business scenario (marketing), focusing on getting things done and driving value.