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Microsoft 365 customer questions – Sales Productivity
I work in the business of dealing with customers questions on Microsoft 365 all the time (disclosure), either directly or indirectly. This is part of a series of posts where I share them if they can be of help to others. Where I can of course and naturally, not just the questions but the answers…
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Beyond onboarding – growth hacking adoption of your product with customers
NOTE: Enterprise technology and Microsoft 365 (M365) customers are predominantly the context for this post but hopefully it is still useful more broadly. In this context, I define onboarding as the set of activities related to the initial provisioning and orientation of a technology for users. It should ensure that users have seamless access and…
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Marketing sales and customer success for 360 degree effectiveness
In line with some recent work I’ve been doing working with colleagues in sales and marketing, I created a doodle and had some brief additional thoughts around this topic. These thoughts in the form of a DanelDoodle are a little heavier on the sales side. I do work very closely with sales people because I…
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State of advertising and company customer interactions 2021
My background in advertising makes this an interesting topic and you will hopefully soon see where the company customer interactions come in. I started out in the ad industry in the 90’s but left it before the turn of the century. My reasoning: the writing on the wall which indicated a gradual decline and irrelevance…
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SenseMaking – The Customer Success Superpower
SenseMaking is not just for those in the Customer Success business. That post links to a report on skills of the future and SenseMaking is very much one of them, for all future workers. In an increasingly complex and noisy world you can see why. For Customer Success it makes even more sense.
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The employee customer experience connection – fundamentals
Here is an infographic with some supporting source material and an industry overview for context if you want it. Here too is where my interest and expertise in this space lie. This post is intended to dig a little deeper on the subject. Check out the diagram which captures a little more detail than I’ve…
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Update on As a Service Trends
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 ‘systems of delivery’ Smart Growth: the Case for Measuring Brain Capital Customer Experience Redefined: Insights From Chief Customer Officers on the Frontlines Top 10 IT…
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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 about it all these years and still am but after that long, you’ve got to question things. I’ve written on the state of customer success…
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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 started with use of App templates in Teams. This is a big focus of my work with customers at the moment and I give an…
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Trending
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 yet, I’ll be keeping an eye out to see where it goes. A trend watcher is an innovator that spots trends and determines if they…
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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 of questions covering customer success operations. Being close to my heart I agreed. I’ll update this post with a link to the article once it…
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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 report with the same title as this post. I cannot share the report for obvious reasons but this is my review of the highlights of…
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InnerVentures 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…
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