InnerVentures

  • Connecting customer advocates to drive product strategy and customer success

    I’ve written a lot about ways to scale success efforts but the best is always face to face. Events like customer meetups are a perfect way to bring customers together. I’m running these in EMEA for the company I work for currently. The context is enterprise technology. This is what I’ve learned so far and…

    Stephen Danelutti

  • Customer Success from the customer and vendor’s point of view

    Just a quick doodle to capture this thought I had and a note to accompany it. Customer Success is the business I’m in. That is, the task of ensuring the customer of my technology platform (mostly this is what it concerns) is successful in the use of the platform. We both have an interest in…

    Stephen Danelutti

  • The feature / function trap of enterprise technology adoption

    Features and functions are easy to obsess over. They are tangible. You can click a button and it does something. Or not, at least not what you expect. And you can obsess about why not and what it should be doing. I’ve been included in countless enterprise technology adoption programs and find this the most…

    Stephen Danelutti

  • Enterprise technology adoption – Use cases are the currency of success

    I work in customer success in the enterprise technology space and have written several posts on the activities required for the role – find them under the customer-success tag. This one is about the use case which I see as the currency of customer success management. A use case is a set of interactions between a…

    Stephen Danelutti

  • Launch like a boss – bringing consumer startup practice to your enterprise technology platform

    The users of a technology platform inside an organisation are a peculiar, collective beast. They are very different to the masses of end users that are customers of a consumer product or service. They are also subject to very different forces than the free, open market subject’s consumers to. However, we can draw parallels and bring in comparisons and best practices from…

    Stephen Danelutti

  • Scaling your customer success efforts online – a guide

    I mentor startups that go through Microsoft Accelerator’s London program. Because of recent experience I focus on customer success management practices and enterprise software startups, but not exclusively. I recently joined a startup (again) and here too I’m helping with building out a customer success practice. In all cases what often comes up is the…

    Stephen Danelutti

  • Can you outsource success?

    3 minute read. I’m in the success business. I work at Percolate, a marketing technology startup. I help drive the successful use of our technology by customers. I’ve done the same in roles before this at Yammer and then Microsoft. Customer Success Management (CSM) is a pretty new role and function. It started with enterprise technology startups. It’s now applied…

    Stephen Danelutti

  • Customer Success Management – Experience Hacking in the Subscription Age

    Having been a customer success manager and advising startups on the practice you would probably expect me to be trumpeting its value. You’d expect it from Gainsight too, the customer success company: Information Services, the Subscription Economy, and the Value of Customer Success. And what about the subscription economy itself – whats in that? According…

    Stephen Danelutti