At the beginning of this year, I wrote a short post outlining a few predictions I have about how enterprise software is going to evolve in 2015. We're at the halfway point, so let's evaluate a few of them. “Customer success” will become a C-level position in many companies. It will be harder to … Read More »
Archives for June 2015
Software Entrepreneur’s Playbook: MSG Is Not Just for Chinese Food Anymore
You’ve perhaps heard of the LAMP stack, the standard web-service building blocks of Linux, Apache, MySQL, and PHP. Now there’s a new superstar technology stack on the rise: MSG. That’s right, when it comes to building a robust customer lifecycle management program – from generating and nurturing l … Read More »
Why the Chief Customer Officer Will Be the New Fast Track to CEO
Recently I had the pleasure of leading a panel discussion in San Francisco at Pulse, the major user conference for the fast-growing "customer success" industry. Customer success--an emerging company function focused on helping companies retain, drive increased value for, and grow customer … Read More »
Chatting Current Tech Events and News with CNBC Squawk Alley
On Friday, May 22, I joined the hosts of CNBC's Squawk Alley--Kayla Tausche, Jon Fortt, and Simon Hobbs--to chat about the morning's breaking news. It was a lot of fun--even though I had to spend quite a bit of time scrubbing makeup off my face afterward. Following the announcement of H-P's q … Read More »
The Unlikely Birth of Customer Success–in St. Louis
A few years ago, I started noticing a strange business problem plaguing some of the companies I worked with: They knew more about prospective customers they hadn’t yet signed, but were courting, than their existing base of customers. This didn’t make any sense to me. In fact, in many cases, the C … Read More »