The role of Customer Success Manager is a key part of the digital transformation of business, driving both ARR and Lifetime Customer Value up Digital Transformation, it’s all the rage, and doing a simple Google search yields a plethora of hits, from training to consultants, to the big market research companies, all weighing in. This wave of disruption continues to grow, and brings with it...
A word I am increasingly hearing tossed around is “digitalization”, something that probably makes you scratch your head and wonder what it is trying to say. Yet, it isn’t so difficult of a concept. If you think of the rise of computers, and workstations in the 1980’s and 1990’s, with the systems that they brought along, email, ERP, CRM, communications, and others...
As I research the Innovation process in preparation for a potential training program around Innovation Management, there are several thoughts that are swirling in my head. Being a long time technical marketer, I am familiar with many of the “Chasmista’s” methodologies (loosely the body of thought inspired by Geoffrey Moore and his seminal work “Crossing the Chasm”)...
As part of my assignment, I have been researching a couple of hot roles in the digitization or digital transformation sphere, that of Data Engineer and Data Scientist. This fascinating trek down the rabbit hole has been quite illuminating. One of the backbones of the digital transformation is the advent, and rise of this little thing called “Big Data”. With Software taking over the...
As I have been focused on the various roles of digital transformation, researching how it affects individuals across the organization, I stumbled on an interesting article in the NY Times that embodied the phenomenon in a way that hadn’t occurred to me. This article was around the ground game of the coming election (2016 US Presidential) in Las Vegas Nevada. Shadowing a doorbell ringer, a...
Customer success. When you hear it, what does it call to mind? Your customers winning in the market? The warm thought that you have helped them achieve their goals? That your technology is delivering quantifiable benefits to your customer’s bottom line? Yes. To all of this. However, there is a more formal definition that is gaining currency. But, before we get to that, let’s digress a...