ITization of Consumers
There continues to be a lot of discussion of the trend that’s sometimes called consumerization of IT. I wrote about it here, and to summarize that post, I think the trend is really about two things, changing expectations and the source of tech innovation. That’s may be an oversimplification, but I think it at least [...]
The Fall and Rise of Verticals
In the late 90s, Gartner used to grade outsourcers on a poster with scores for verticals, horizontals, geographies. Couple of those years, I was on the team which graded the offerings. A provider gave us the same reference client for the rows for the media and entertainment vertical, finance and accounting processes and for ERP [...]
Your Customer Success Team. Hire Early. And No Squishy Goals — It’s All About the Numbers.
If this is your first SaaS company, you may not have ever hired or built a Client Success team. This one isn’t nearly as risky as a VP of Sales, or a VP of Marketing hire. If you hire a great, experienced Client Success leader as your first hire here, and you like him/her, and [...]
Is the desktop dead? Scoble and friends face-off on mobile
As part of the BusinessNext and (New Media Expo) conference, held this past January in Las Vegas, I asked a couple of interesting and highly accomplished friends — Robert Scoble and Vala Afshar — to discuss the impact of cloud, social, and mobile in the enterprise. Famous blogger, author, and Rackspace executive, Robert Scoble, spends significant time with large [...]
Salesforce Customer Choice Awards
It’s award season and everyone is getting into the act. And why not? There is a heck of a lot of business software goodness out there and not enough recognition if you ask me. So even if a company like Salesforce has a customer voted award that ultimately reflects back on itself, no worries. Salesforce [...]
Amazon Rock Solid, Netflix Still Struggling With Customer Satisfaction
The latest results of the American Customer Satisfaction Index for retail and e-commerce show Amazon with a solid lead in customer satisfaction in both Internet retailing and across the entire department, discount and specialty retailer chain categories. Their score of 85 on the ACSI Index puts them ahead of Nordstrom (84), Target (81) and Kohl’s [...]
