InnerVentures

  • 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

  • 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 they invested in. They have become a core part of ensuring the customer derives long-term value and ultimately stays with the vendor (in other words renews the subscription). But has…

    Stephen Danelutti

  • 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 part in debates on LinkedIn that show there are divisions in opinion. Separatist thinking even. Some think that customer success (CS) is the new kid on the block and muscling…

    Stephen Danelutti

  • 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 have several customers in the industry. But you don’t need to be in the business to know. I recently purchased a car. It’s connected and awesome, I’m impressed. But my…

    Stephen Danelutti

  • Customer experience, the subscription economy and 10 ways success teams will make you win

    The Subscription Economy Advances in technology, economic pressures and shifting cultural norms mean new models of ownership are gaining attention in many industries. People are increasingly interested in consuming and paying for temporary or limited access to goods and services, rather than purchasing them outright. Subscription-based models in which companies offer ongoing access to a…

    Stephen Danelutti

  • 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 event for this nascent industry with over 4000 attendees. Gainsight is gaining traction and on the first day of the event they announced a new round of investment at $52M.…

    Stephen Danelutti

  • Creativity jumps in top ten skills 2020

    At least according to this World Economic Forum report: The 10 skills you need to thrive in the Fourth Industrial Revolution. Something to add to my new trend report – intro to that here: The post robotic AI age and the role of creativity and innovation #creativity #trends

    Stephen Danelutti

  • The post robotic AI age and the role of creativity and innovation

    You’ve all heard the news. Jobs will come under fire if not already so. Machines, robots and Artificial Intelligence (AI), are going to take over. The Matrix, Terminator, could all those movie scenarios have had it right? What happens if it’s all true but the ending is not a tragic one. Can we find a…

    Stephen Danelutti