InnerVentures

  • Product led growth is not a panacea – it is a good start

    Imagine not having to employ any sales or customer success people or adopt any of the tactics they use – because the product sells itself or gets utilised by users without any help. I’m being facetious, but in a nutshell that is the promise of product led growth.

    Stephen Danelutti

  • 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 would also argue for less touch as there is a danger of bureaucracy creeping in to this fledgling profession, which comes on top of customer…

    Stephen Danelutti

  • The business of culture change in the tech industry

    I had interesting chats with customers and colleagues recently that I wanted to capture and share. The context was enterprise collaboration technology but I also wanted to expand a little on the increasing business of technology’s influence on culture more broadly and vice versa. It probably raised more questions than answers.

    Stephen Danelutti

  • 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 and I had the pleasure of attending last year where I captured the State of Customer Success 2017. So this is a timely update with…

    Stephen Danelutti

  • 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, humans will be liberated to carry out the high-touch, heavy lifting work we are uniquely qualified to do and should be focusing on instead, like…

    Stephen Danelutti