Differentiated Customer Success Management (CSM) Services
When speaking with Customer Success Management professionals they consistently tell me they provide different Differentiated Customer Success Management services depending on the customer. Even basic customer segmentation has allowed them to prioritize their efforts and adjust their services to meet the specific needs of different…
Cloud IT Renewals Depend on Value Delivered, Not Costs
We are still seeing the impacts of the Cloud IT revolution. Cloud computing is changing many things about how organizations buy, deploy, use, and gain value from information systems. One of the most interesting and dynamic emerging trends is that for many organizations the focus…
Organizational Change Management (OCM) – Clarifying Change with an Action Plan
With OCM, and the now classic Seinfeldian “yada yada yada”, we have a phrase so many of us (still) use to headline a story and gloss over details is – like most comedy – a double-edged sword of both humor and truth. Of course, the “yada…
Mark Twain – User Adoption Specialist?
Can Mark Twain Teach You Everything You Need To Know About IT User Adoption? Recently I stumbled on a page of Mark Twain quotes. I realized that the insights and teachings of a man who died decades before modern information systems were even conceived may…
