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 twice before, in 2017 and 2018. This is not such a post since they were in depth pieces based on the annual Pulse events run by the category builder Gainsight. This is just a simple temperature check, for my own sanity if nothing else.Continue reading “State of a category – customer success 2021”
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”
This is a topic I will be covering as a chapter in my As a Service trend report. It’s not entirely dissimilar to one of the other chapter topics I will be covering and have written about here: As a Service trend research – products to services.Continue reading “As a Service trend research – customer solutions”
One of the chapters I am covering in a trend report I am working on (As a Service Trend) will explain how even tangible products can be open to “servicification” and purchased or subscribed to. For example, razors for personal grooming, cars for transport, fork lifts for logistics, etc.Continue reading “As a Service trend research – products to services”
One of the chapters I am covering in a trend report I am working on (As a Service Trend) will focus on technology ecosystems. Technology is fundamental to all of the solutions in the new As a Service sphere because of the connection it provides to data, between customer and provider, to physical things, etc. From an ecosystem point of view, I will also be touching on technology platforms as well as looking at the organisation as a platform – a view being explored by many.Continue reading “As a Service trend research – technology ecosystems”
Amazon.com recently announced financial results for its fourth quarter ended December 31, 2019 – Source: The Information. Amongst all the announcements is the staggering figure referred to in the title, in relation to Prime membership. From the announcement:Continue reading “150 Million reasons the subscription economy is real”
The automotive industry is scrambling to transform itself in various areas: green (move to electric); smart (move to connected), etc. Much is being driven by nimble startups like Tesla, unencumbered by legacy concerns. This post focuses on two two areas that could further drive the turnaround and may be even more important because they are in white space.Continue reading “Ways auto industry can transform with As a Service and employee experience”
I read this article the other day: 4 Reasons Why Salesforce Could Acquire Zuora. I’m writing this trend report: As a Service Trend. Two of the chapters I will be covering are Subscription Economics and Technology Ecosystems. Point 2 in the first article linked above gets to the heart of and intersection between these two chapters and this post is a way to explore the topics.Continue reading “The engine of the subscription economy”
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”
It’s been a while since my last update and there’s been lots going on so sit down, grab a ☕ and enjoy reading about a host of new announcements and articles capturing the trend.Continue reading “Update on As A Service Trends”
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.