Update on As a Service Trends
As I think more about this whole space and track the developments in it with posts like this, I'm trying to envisage dynamics of the…
Update on As a Service Trends
When Ikea considers changing its business model then you know something is afoot. The big news this last week was Ikea thinking about making certain…
The role of innovation in customer success
Customer Success activities are maturing. I have been doing the job since at least 2012 and have seen the profession go through fundamental changes to…
Continue reading → The role of innovation in customer success
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…
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,…
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…
Why customer experience and success share the same roof
There is a fundamental premise I make in the new eBook / trend report I am working on captured in the title. Yet I've taken…
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The connected car vision is missing a few connections
The connected car is the future for automotive companies. There is a lot going on in this space. I know because in my business, I…
Continue reading → The connected car vision is missing a few connections
Customer experience, the subscription economy and 10 ways success teams will make you win
UPDATE: In a recent post I updated the scope of this work (The role of innovation in customer success) and I am now also documenting…
State of Customer Success – Learnings from Pulse 2017
I attended Pulse 2017 in San Francisco a few weeks back, a three day event run by Gainsight, a vendor selling customer success software. A massive…
Continue reading → State of Customer Success – Learnings from Pulse 2017
