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 moreTag: SaaS value drivers
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.
Read moreMarketing sales and customer success for 360 degree effectiveness
In line with the trend I’m watching and some recent work I’ve been doing working with colleagues in sales and marketing, I had some brief additional thoughts around this topic. More on the trend here: Customer Success Marketing and Scale.
These thoughts in the form of a DanelDoodle are a little heavier on the sales side. I do work very closely with sales people because I end up landing with what they have sold so it’s in my interest. I also want them to do a better job because ultimately, especially in SaaS businesses, its all interconnected. After I have done my job and they come back to renew or upsell the customer, they will expect that I have done the right thing to make that easier for them. So its a two way street.
I think the doodle is fairly self explanatory and I am using it to share my thoughts with colleagues on how we can work better together. Maybe its of use to you.
State of a category – customer success 2021
I’ve been in this space formally for almost 10 years now. I say formally because I’ve been doing the work a lot longer, just under another name. I’ve been passionate […]
Read moreCustomer Success Operations – an excellent roundup
From this article over at Process Street which I just discovered. Very useful since I am doing so much work in this space at the moment and I am trending watching this and related topics here: Customer Success Marketing and Scale.
Customer Success and Marketing functions are increasingly interrelated and working together. With scale motions and operations it’s driving customer experiences to new heights. I’m not sure its a new trend but I’ve started watching it here: Customer Success Marketing and Scale
A trend watcher is an innovator that spots trends and determines if they are here to stay and whether they should be incorporated into existing strategy. I enjoy it, it keeps me on my innovation toes and I dabble. I’ve captured this view with a few trends I’m tracking and published reports on already: Trend Watching
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 […]
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Customer Success is not about tech or human touch but about the right touch
By touch I mean the way and frequency of times a customer is touched by representatives of a company, whether by technology (think BOTS, automations, etc.) or a human. I […]
Read moreThe new customer success partnerships
Customer Success teams in SaaS companies (mostly what I am focusing on here) probably like to think they are the spearhead for making customers successful (as the name suggests). In […]
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Balance customer success at scale with high touch when new demand spikes
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. […]
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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 […]
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The Future of Customer Success is Not Human
It’s a pretty provocative statement, I know. To be clear, I’m not suggesting humans won’t be involved any longer or that there won’t be a need for them. If anything, […]
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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 […]
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