Appreciate your employees? Get creative in showing you care.
Are you a valued employee? Let me know if this one sounds familiar. When at happy hour, do you or your friends typically spend time talking about the latest dumb thing that happened at work, how clueless the boss is, or how demoralized people are…
Using Customer Success Management (CSM) To Remove Barriers to IT User Adoption
When I speak with the leaders of Customer Success Management and IT User Adoption programs they often ask about how they can make their program more effective for increasing customer renewals. This leads to a discussion about the focus, methods and tools they use to…
Putting the Customer back in ‘Customer Success Management’ (CSM)
I spent some time over the weekend reading various blog articles and LinkedIn discussions about Customer Success Management. I also watched various online video presentations from CSM conferences and corporate websites. At first I was struck by all of the great issues and questions that…
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…
