I’m extremely lucky to work in a space that supports remote working, where demand is booming. COVID-19 has driven demand in the opposite direction for many, effecting their very existing. For the lucky few, it can also be something of a double edged sword. Supporting your customers the right way regardless, is crucial.Continue reading “Balance customer success at scale with high touch when new demand spikes”
Microsoft Teams is such an incredible work productivity tool. It doesn’t just bring work from other applications into the conversation but the whole tool itself. That plus the ability it offers to structure activities into logical workflows provides perfect context for bringing business scenarios to life.
Business scenarios are an important mechanism in beyond adoption to drive business value.
Check out a brief intro and demo I’m using with customers into the use of Teams in the context of an example business scenario (marketing), focusing on getting things done and driving value.
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 sales topics naturally enough and then we expanded on this and the other sales topics.
I’m really interested in this topic because at the moment I’m working on a customer marketing platform that will help me scale my activities with my customers and those of many of my colleagues in the EMEA region. I’ve just launched it so it’s early days. I’ll be sharing more on that as I learn what works and doesn’t.
But back to the meetup. I cannot remember all of the detail we discussed as I didn’t take notes. From memory and with my own thoughts on the subject I captured a doodle which I think distils both the conversation and my thoughts sufficiently. I’m hoping some attendees will chime in with their thoughts/memories here or on LinkedIn where I’ll share this 😁
The doodle should be fairly self explanatory and readable I hope. Here are a few extra notes that struck me as I put that together.
On a quick search you’ll find a lot on this topic so it’s worth doing the exercise and I don’t want to broaden this post out too much for now. The one that popped up at the top of the list for me makes some good points: How Customer Success and Marketing Work Together to Build Brand Advocates.
I haven’t distinguished roles in my doodle for who should be responsible for any of the activities, marketing or customer success departments.
I did feel that some of the items listed in the article above where strictly customer success activities that should not fall into marketing, i.e. its pure customer success work, not even customer marketing.
This and more is probably something worth expanding on and there is evidence of it being an issue: Why Customer Success Should Own Customer Marketing.
Interconnection, especially with Sales
This was a big topic of discussion of course as sales was the overarching topic bucket. In particular we discussed what is often a disconnect between what is promised by marketing and/or sales and then has to be delivered by customer success.
I’ve tried to capture the interconnections in my doodle with the lines between activities.
This is also something I’ve experienced being a problem and I’m sure there is a lot about this out there which I’m not even going to look for at this stage.
Suffice it to say that the hand-off between the different activities and roles needs to be seamless for the customer experience to be optimal. This was clearly expressed in the conversation.
Anything to add?
I put this simple video together the other day. I shared it on LinkedIn and it got some good feedback – check the comments. The post and comments go in to more detail in terms what I was thinking and how responses helped me flesh it out a little. So herewith, the video:
The question in the title derives from the classic marketing thought piece by Theodore Levitt entitled Marketing Myopia. At the time it rocked not just the marketing world but the business world in general and has shaped business thinking ever since.
Published in the Harvard Business Review in July/August 1960, it is no less relevant today. I remember being excited about the concept on encountering it for the first time when doing my Masters in Marketing and I still am. It’s a foundational positioning model that I consider in some of my mentoring work. There are limitations to its applicability but it is still a sound concept.
By way of explanation, the famous piece starts with an illustration:
“The railroads did not stop growing because the need for passenger and freight transportation declined. That grew. The railroads are in trouble today not because the need was filled by others (cars, trucks, airplanes, even telephones), but because it was not filled by the railroads themselves.”
“They let others take customers away from them because they assumed themselves to be in the railroad business rather than in the transportation business. The reason they defined their industry wrong was because they were railroad-oriented instead of transportation-oriented; they were product-oriented instead of customer-oriented.”
The myopia referred to is a failing of definition by being too narrow in how you view the business you are in. Levitt urged marketers and business owners to stop defining themselves by what they produced and instead reorient themselves toward customer needs. This would ultimately define the business they were in on the basis of the most important stakeholder group that mattered – the customer.
An example of mistaken definition
Again by way of explanation, I made these points to one of the founders of Percolate about two years ago, mid way through my employment there.
I had questions around the business Percolate was in and how it was being defined. I framed my thoughts and feedback in the context of Levitt’s.
At the time (thankfully this has now changed), they defined their business as being in the supply of enterprise systems of record. They compared themselves to Salesforce for sales, Workday for HR.
In Percolate’s case, they were catering to marketers with a system of record for marketers. All of their marketing messaging and branding was centred on this key definition.
I questioned this fundamentally as a short-sighted and inward looking approach to marketing that focused on the needs of the company instead of defining the company and its products in terms of the customers’ needs and wants. It would result in a failure to see and adjust to the rapid changes in the market. My reasoning was as follows:
- The marketing record is the byproduct of a transaction and necessary for monitoring and tracking outcomes over time. But as a concept it’s not very inspirational to a typical user. It’s also the function of technology and by that virtue, product-oriented.
- It may appeal to an executive who wants to account for expenditure and effort in his or her organisation and you should appeal to this person’s needs in selling efforts. But to be successful you also need to focus on and inspire end users.
- Focus on end user input and how it is facilitated (briefing and planning necessary for creative work). Focus on output (execution of great creative marketing campaigns). Focus on how it makes them better at their job. System of Results might be a more appropriate positioning statement, especially in a SaaS world where usage is a major factor in retention and you need to go beyond the initial positioning focused around customer acquisition.
- Increasing pressure is being placed on marketers to be more creative and stand out. Creative work that can, will be operationalised, automated and performed by AI. Most creativity that counts, dealing with imagination and innovation that moves other humans to action, will remain with humans.
- Marketers are in the creativity business. Data skills are increasingly coming to the fore but that can be handled by machines. Products that help marketing customers manage their creative work and stand out, will stand out themselves. Doing more to spark creativity and collaborative features to aid collective creativity will stand out but it’s also what’s done on the service side and how you orient to enable organisational actualisation that matters.
- The Modern Organisation’s Hierarchy of Needs positions creativity and innovation as the pinnacle of organisational actualisation and all other layers as necessary but supporting elements – like a system of record.
- Focus the Customer Success service on helping customers achieve this level of actualisation. It takes the focus away from product and features which is always tricky and prone to disappointment (the difference between what is promised by sales and what is delivered post-sales often falls short).
- I would argue that all of the above positions the company proposition on uplifting and inspiring activities like enabling creativity, imagination, innovation, etc. This is the right way to position it, on the right activities, that will make humans stand out in a sea of machines. That move away from products and technology and onto human ingenuity. This will make all the difference as good positioning strategy should.
I didn’t share the above to dis Percolate. I wanted to share my original thinking and revisit it because I’ve been thinking a lot about this again recently. It keeps coming back like a bad habit. So many industries are faced with a fundamental re-evaluation of the business they are in because of rapid changes in the market. Much more so than the railroads faced back in the day.
Changes that are disrupting incumbent players and being taken advantage of by opportunistic startups that are positioning themselves in the right way.
What’s working and what isn’t?
It’s about getting creative with how you deliver products and services, leverage technology and position yourself. Getting creative with the very fabric of your business, its business model. That is what creates the Uber’s, WeWork’s and Air BnB’s of tomorrow.
And it’s not just startups. Microsoft is reinventing itself very successfully on the back of its new positioning. It’s why I am (back) here. It also goes beyond business models and touches on aspiration and effects culture which is what Microsoft has fixed led by its new CEO Satya Nadella. From an aspiration led vision to be “a PC on every desk” which was applicable then and worked well for them and the time, to “empower every person and every organisation on the planet to achieve more”. This latter is very much focused on the type of creativity we need to engender with employees and is reflected in its (re)positioning – in my view. How we help customers get creative is what I was arguing Percolate should do and what I think Microsoft is helping do more and more.
The auto industry is not doing so well. If you leave Tesla aside you will see an industry struggling to find its place in the new world and with reinventing themselves as they must. I’m not the only one to think so: Why Car Makers Are In A Death Spiral.
Since I’m working with the industry at the moment I am noticing first hand the lack of speed and imagination in doing the work necessary to reinvent themselves
I’ve suggested solutions (see below) – time will tell if they listen and how things pan out.