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 moreTag: product management
Features that delight – mostly – chat to self
No I’m not going mad. As the old adage says, the first sign of madness is talking to yourself. Thankfully, there is this BBC Science Focus magazine’s perfunctory dismissal of […]
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Product led growth should not ignore customer led growth
Product led growth should supplement human focused customer success efforts. Most importantly, the customer should be in control, especially of the value they get.
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Product led growth is not a panacea – it is a good start
Imagine not having to employ any sales or customer success people or adopt any of the tactics they use – because the product sells itself or gets utilised by users […]
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Employee Experience Platform – the birth of a category
This week, Microsoft announced the launch of a new product called Viva (disclosure). Actually it is far more than a new product in many ways. It is also an attempt […]
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Another shift the pandemic has accelerated – enterprise sales
B2B selling was already changing before COVID-19. I’ve written before about how I think customer success practices with their emphasis on product usage is changing sales to be more data […]
Read moreMetrics that matter in Customer Success
I had an interesting conversation on LinkedIn the other day. It was based on a retrospective view of the customer success profession which I had written about on the State of Customer Success in 2018 after attending a conference. I captured the essence of the conversation in a DanelDoodle and discuss briefly here.
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The business of culture change in the tech industry
I had interesting chats with customers and colleagues recently that I wanted to capture and share. The context was enterprise collaboration technology but I also wanted to expand a little […]
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Cloudy with a chance of churn and how to retain your SaaS customers
One of the first things a customer will question in a downturn, is where they can cut or reduce recurring payments or OPEX. They will look for any reason, rational […]
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The product customer success cycle
This DanelDoodle pretty much speaks for itself but just a few added notes. The feedback loop is the critical element for success (aside from the obvious one – the customer/user being at the centre of everything).
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Customer Success Influencers
Not much elaboration needed but a few words just to be clear about what I am saying in this doodle:
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