The featured image in this post is based on an ironic state of affairs. Salesforce, arguably the best known CRM platform on the market, first started out life positioning itself […]
Read moreTag: SaaS
Marketing 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.
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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Slack acquisition – this feels personal
I only say that because of my experience with a similar acquisition (when Yammer was acquired by Microsoft – disclosure) and that I was there at the birth of Enterprise […]
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The hidden cost of complexity in enterprise software
It’s an unfortunate side effect of growth that when your enterprise software goes hyperscale in a growing market, you will need to accommodate an ever expanding set of customer demands […]
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Zen and the right view of cloud technologies
On the path to the cloud, just as in life (as the Buddha would have us understand), one must submit our most cherished assumptions to rigorous questioning. We would make better […]
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The engine of the subscription economy
I read this article the other day: 4 Reasons Why Salesforce Could Acquire Zuora. I’m writing this trend report: As a Service Trend. Two of the chapters I will be […]
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Customer Success outcomes and their causes
I’m trying to distil the essence in this doodle, often for my own sanity, to help me focus on the right activities in the work I do with customers.
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Update on As A Service Trends
It’s been a while since my last update and there’s been lots going on so sit down, grab a ☕ and enjoy reading about a host of new announcements and […]
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State of Customer Success 2018
I attended Pulse Europe (the 4th) on the 8-9th November, an event run by Gainsight, a Customer Success (CS) technology vendor. They run the larger, main event in the US […]
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SaaS beyond Software – Automakers
The auto industry needs Customer Success managers. Geoffrey Moore, famed author of Crossing the Chasm and father of Moore’s law is writing a new book on Customer Success. This slide […]
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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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Role of Sales in Customer Success and 6 rules to guide you
How many times in your role as a customer success manager working with customers, have you struggled with the solution you are trying to implement where it has not been […]
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Connecting customer advocates to drive product strategy and customer success
I’ve written a lot about ways to scale success efforts but the best is always face to face. Events like customer meetups are a perfect way to bring customers together. […]
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Customer Success from the customer and vendor’s point of view
Just a quick doodle to capture this thought I had and a note to accompany it. Customer Success is the business I’m in. That is, the task of ensuring the […]
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