I’ve been in the customer success profession for just over 10 years. For even more years, I’ve been focusing on enterprise collaboration and productivity software, at Microsoft (disclosure) and beyond, […]
Read moreTag: business outcomes
Suite or best of breed strategies for customer success when enterprise software budgets are squeezed
It is in economic hardship that many offerings are put to the test and not least, the enterprise software offering. I’m reminded of this every day since I work supporting […]
Read more
The Business Impact of Employee Experience on Customer Experience
I am working on a new trend report covering this topic in part and this is based on the work I do (disclosure) – more on the report here: Employee […]
Read more
Framing your customer success efforts for success
In your customer success efforts, especially when you are going deep with several high touch engagements, you have to think about how to spread yourself for maximum effect. It may […]
Read more
Microsoft Viva Guide – A Catalogue of Scenarios
Microsoft Viva establishes itself as a viable employee experience platform with a solid foundation of modules. It’s going further with new modules and you can too by having the right […]
Read more
A jobs to be done primer to transform your innovation thinking
Tony Ulwick, Founder of Strategyn and leading proponent of Jobs to be Done (JTBD) theory and innovation thinker extraordinaire, ran a webinar the other day. I could not attend due […]
Read more
Employee Experience platform offering grows with new Microsoft Viva modules
I’m writing this post because I am working on a new trend report covering the subject: Employee Customer Experience Connection. So I have an interest in new developments in related […]
Read more
Starting out as a customer success manager – first 10 things to do
I was asked by a new colleague who is just two months into his role, what advice I could provide. Here it is in a short, sharp list of 10 […]
Read more
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 […]
Read more
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, […]
Read more
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 […]
Read more
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 […]
Read more
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 more
How to communicate and get what you need from decision makers
I learned of a technique in a training session given to Yammer Sales and Customer Success Management (CSM) staff in 2012. The technique adopts an approach for emailing someone, typically for the first […]
Read more