Okay I wouldn’t call just one decision from the CEO of a major bank the indication of a backlash: Citigroup CEO ordains Zoom-free Fridays to ease ‘relentless’ pandemic workday. But come on, how many tales have you already heard of similar woes. Zoom fatigue has become a thing. And its not just about Zoom. Microsoft Teams (disclosure) has built features into their software to try and negate the ill effects of too much time spent on video calls. So what’s a business bod to do?
Continue reading “The backlash to video calling and the alternatives”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.
Continue reading “State of a category – customer success 2021”From the article this 👇
“Small pilots and incremental scaling are an obsolete luxury, and the friction between research, development, and large-scale deployment must diminish or disappear.”
Accentures Technology Vision 2021
Employee customer experience connection – infographic
Sources
Harvard Business Review: The Key to Happy Customers? Happy Employees
Josh Bersin: The Massive Market Impact of Microsoft Viva
Google Trends
More here
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
Tech trends of 2021 number 31
The title of this post is based on an article from Fast Company: Here are the top tech trends of 2021, according to 30 experts. I am adding to the 30. Note I excluded any reference to myself as an expert – I abhor the term. I wouldn’t call myself an expert but I have been known to dabble in trends, past reports here and new one being worked on here. Anyway, it seems a good time of the year to chime in on this topic so read on to see my prediction.
Continue reading “Tech trends of 2021 number 31”Microsoft Teams, with its 115M users, is way more than just chat or meetings. From this Geekwire article:
“Meetings are important, but they are transactional. Work happens before meetings, during meetings, and after meetings. That ability to have the workflow completely stitched together is where Microsoft 365 really stands out. That reinforcing effect of Teams by itself, and then Microsoft 365 in conjunction with Teams, is where you’ll see a significant amount of usage growth, more so than individual tools of the past, even.”
CEO Microsoft, Satya Nadella
Microsoft Teams as a Platform – the next frontier
Another shift the pandemic has accelerated – enterprise sales
B2B selling was already changing before COVID-19. I’ve written before about how I think customer success practices with their emphasis on product usage is changing sales to be more data and impact driven and more receptive to the user, not just the purchasing unit. This change is not unique to enterprise software sales – think about how you purchase cars these days, I did and it involved very few sales people or even physically seeing the car. VC Andreessen Horowitz looks to startups for inspiration and new research from McKinsey provides data points.
Continue reading “Another shift the pandemic has accelerated – enterprise sales”Update on As a Service Trends
Here is list of recent announcements and posts in the As a Service trend which I am curating in a magazine on Flipboard. Here they are (20 of the most recent) after the jump, in a convenient list of RSS fed posts 💥
Continue reading “Update on As a Service Trends”
Six of the things that I think work in terms of content marketing in 2020, captured in a DanelDoodle. This list is not exhaustive and the brief points for each are also not set in stone. Below is a brief additional paragraph on each.
Continue reading “Content Marketing 2020 – six things that work”The supremacy of business outcomes in a low code no code world
You may know of the new low code / no code approach to developing technology solutions (good primer if not). Simply put, it offers a development platform to users that requires little to no coding capabilities to build applications. There are benefits to this but also challenges which is why its important to consider the adage, just because you can, doesn’t mean you should. In this post, I consider the importance of business outcomes, choosing the right platform, governance and pitching your solution.
Continue reading “The supremacy of business outcomes in a low code no code world”As a Service trend research – customer solutions
This is a topic I will be covering as a chapter in my As a Service trend report. It’s not entirely dissimilar to one of the other chapter topics I will be covering and have written about here: As a Service trend research – products to services.
Continue reading “As a Service trend research – customer solutions”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.
Continue reading “As a Service trend research – technology ecosystems”