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 about it all these years and still am but after that long, you’ve got to question things. I’ve written on the state of customer success twice before, in 2017 and 2018. This is not such a post since they were in depth pieces based on the annual Pulse events run by the category builder Gainsight. This is just a simple temperature check, for my own sanity if nothing else.

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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 at consolidating technologies in the employee experience category as well as creating the category. It is also a shrewd leverage of the Teams as a Platform strategy which I have written about several times. Since Viva will be served exclusively through Teams, this is a perfect execution of the Teams as a Platform strategy. And it brings the new product and its functionalities into the Flow of Work.

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On Microsoft Teams and building digital ecosystems and platform businesses

In a recent FT article (registration required) based on an interview with Satya Nadella, CEO of Microsoft, he makes the point that “Teams is on its way to becoming a digital platform as significant as the internet browser, or a computer operating system”. I work with customers on their use of Microsoft Teams (disclosure) day in and day out and can vouch for a lot of what is in that statement. I cannot share too much other than offer my opinion which is what this post is about.

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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 of questions covering customer success operations. Being close to my heart I agreed. I’ll update this post with a link to the article once it publishes so you get the input from others, but here are my answers for now.

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As a Service trend research – technology ecosystems

One of the chapters I am covering in a trend report I am working on (As a Service Trend) will focus on technology ecosystems. Technology is fundamental to all of the solutions in the new As a Service sphere because of the connection it provides to data, between customer and provider, to physical things, etc. From an ecosystem point of view, I will also be touching on technology platforms as well as looking at the organisation as a platform – a view being explored by many.

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Workplace collaboration has an outcomes challenge – get intentional to overcome it

With the coronavirus, workplace collaboration is getting a big boost. Just check Zoom’s stock price in the last two months. Workplace collaboration is hardly new but it does have a slew of new angles, technology vendors, experts, etc. The ingredient often missing in all the hubbub (literally and in the market) are effective outcomes.

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The changing influence of culture and technology at work and the battle for the mind

I work in a field that frequently deals with changing the culture of work through managed change engagements. They are most often aligned to new technology adoption or digital transformation efforts. In all this work, the typical influencers present themselves: people, technology and process.

I’m exploring the first two in this post and assuming people as being synonymous with culture. Mindset is a relatively new component I also delve into. This is an essay capturing recent observations on the changing influence of all these elements. You may get more questions than answers ;)

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