InnerVentures

  • Thought Rocket: Anatomy of a Perfect Customer Success

    I captured a few simple points in a video a few weeks back in a flash of contemplation (hence thought rocket). Other than capture and share it here I wanted to elaborate a little. First the video: The first thing to say is that customer success is not an isolated event or activity and this…

    Stephen Danelutti

  • Role of Self Service in Customer Success

    Customer success teams were put in place in technology SaaS and subscription companies to ensure that customers are successful in their use of the technology they invested in. They have become a core part of ensuring the customer derives long-term value and ultimately stays with the vendor (in other words renews the subscription). But has…

    Stephen Danelutti

  • How the specialist engages with work

    Choose it, don’t let it choose you. Engage in the process of engaging. Don’t just say yes to what is thrown at you from team mates, bosses, customers, random approaches from the web and social media. Be discriminating or become a generalist. Be focused or fail, as in Warren Buffet’s 5/25 Rule Arrogant you might…

    Stephen Danelutti

  • The feature / function trap of enterprise technology adoption

    Features and functions are easy to obsess over. They are tangible. You can click a button and it does something. Or not, at least not what you expect. And you can obsess about why not and what it should be doing. I’ve been included in countless enterprise technology adoption programs and find this the most…

    Stephen Danelutti

  • Lean startup methodology applied to successful enterprise technology adoption

    The Lean Startup isn’t just about how to create a more successful entrepreneurial business. It’s about what we can learn from those businesses to improve virtually everything we do. I imagine Lean Startup principles applied to government programs, to healthcare, and to solving the world’s great problems. It’s ultimately an answer to the question ‘How…

    Stephen Danelutti

  • Enterprise technology adoption – Use cases are the currency of success

    I work in customer success in the enterprise technology space and have written several posts on the activities required for the role – find them under the customer-success tag. This one is about the use case which I see as the currency of customer success management. A use case is a set of interactions between a…

    Stephen Danelutti

  • Scaling your customer success efforts online – a guide

    I mentor startups that go through Microsoft Accelerator’s London program. Because of recent experience I focus on customer success management practices and enterprise software startups, but not exclusively. I recently joined a startup (again) and here too I’m helping with building out a customer success practice. In all cases what often comes up is the…

    Stephen Danelutti

  • Making sense of sensemaking

    I see sense making as a bit of an art but also believe there is a science to it. At least to doing it well. I also believe we will have to get better at it since it will be one of the key skills of the 21st century (check out this article on a…

    Stephen Danelutti