InnerVentures

  • Role of marketing in customer success

    I attended a customer success meetup last Friday which produced some excellent conversation. I’ve been thinking about the topic of this post for a while so added it to the list of discussion topics in the meetup. From the link above you’ll see it amongst a bunch of Post It notes. It was bundled alongside…

    Stephen Danelutti

  • Why customer experience and success share the same roof

    There is a fundamental premise I make in the new eBook / trend report I am working on captured in the title. Yet I’ve taken part in debates on LinkedIn that show there are divisions in opinion. Separatist thinking even. Some think that customer success (CS) is the new kid on the block and muscling…

    Stephen Danelutti

  • The Customer Success Team Maturity Model

    NOTE: The thinking behind this model applies predominantly to enterprise SaaS operations. It also applies to the maturity of your customer success team, not the customer’s maturity in relation to their use of your product or their interactions with you. I’ve already written about the phases of the model above in this post: Customer experience,…

    Stephen Danelutti

  • 5 usage and adoption heuristics for customer success

    I wanted to capture some simple rules of thumb that I could use to easily remember the top line influences on my work in customer success. I created a doodle to make it fun and memorable (for me) but also shareable. I came up with these 5. I’m sure there are more. These would only…

    Stephen Danelutti