InnerVentures

  • As a Service trend research – products to services

    One of the chapters I am covering in a trend report I am working on (As a Service Trend) will explain how even tangible products can be open to “servicification” and purchased or subscribed to. For example, razors for personal grooming, cars for transport, fork lifts for logistics, etc.

    Stephen Danelutti

  • 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.…

    Stephen Danelutti

  • 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.

    Stephen Danelutti

  • Customer Success Influencers

    Not much elaboration needed but a few words just to be clear about what I am saying in this doodle:

    Stephen Danelutti

  • 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…

    Stephen Danelutti

  • The end of ownership and the rise of usership

    To own or to use is not a new concept. I started grappling with this at least 12 years ago when I worked for a technology division at Sony and we developed a mobile music streaming service with Vodafone. That was in the day before iPhone was launched, before Spotify, when the iPod was on…

    Stephen Danelutti

  • Fighting beaurocracy in Customer Success

    Are you a Customer Success leader? Do everything you can to remove barriers in the way of your CSM’s so they have only one thing to focus on: Customer Success

    Stephen Danelutti

  • Beyond Technology Adoption – Business Scenarios with Microsoft Teams

    Microsoft Teams is such an incredible work productivity tool. It doesn’t just bring work from other applications into the conversation but the whole tool itself. That plus the ability it offers to structure activities into logical workflows provides perfect context for bringing business scenarios to life. Business scenarios are an important mechanism in beyond adoption to…

    Stephen Danelutti

  • Meaning and models as future work motivators

    We don’t all have the luxury to question why we are working and to what end. Many are in dead end, soul sapping or even worse, life endangering jobs. But the reality is they have no choice. No choice but to toil in whatever adversity they find themselves because there is no alternative On the…

    Stephen Danelutti

  • Role of marketing in customer success

    I attended a customer success meetup last Friday which produced some excellent conversation. I’ve been thinking about the topic of this post for a while so added it to the list of discussion topics in the meetup. From the link above you’ll see it amongst a bunch of Post It notes. It was bundled alongside…

    Stephen Danelutti

  • Update on As a Service trends

    In my new eBook / trend report I will cover the As a Service trend (see point 9 here for more on that) and the role customer success plays in it. This post and others that follow will document examples of where I see companies exhibiting behaviours of this trend. I first wrote about them…

    Stephen Danelutti

  • Leading the right behaviours through metrics and new work models

    Metrics drive behaviour. Organisations also know that they can better manage, what they can measure. So if you want to change behaviours, look at the metrics you are using and how they are driving behaviours. You also need to look at the models and frameworks in which the metrics are contextualised and which drive them.…

    Stephen Danelutti

  • What good data looks like

    This last week I attended a meetup and workshop in London organised by Customer Success Network, a European based not-for-profit community for customer success managers. It had the same title as this post. An excellent session which started off with a few minutes of talking by Dan Steinman, GM Gainsight EMEA. I then facilitated one of the…

    Stephen Danelutti

  • What business are you in?

    The question in the title derives from the classic marketing thought piece by Theodore Levitt entitled Marketing Myopia. At the time it rocked not just the marketing world but the business world in general and has shaped business thinking ever since. Published in the Harvard Business Review in July/August 1960, it is no less relevant…

    Stephen Danelutti