SIIA TechChat with John Zuk



Partner John Zuk recently sat down with Rhianna Collier, SIIA’s VP of the Software & Services Division, to discuss current industry topics. During their discussion, John shared what he believes to be the biggest challenges in Customer Success operations today and the key drivers in defining the connected commerce market. View the full TechChat below.


Trends in Technology Services


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Waterstone engaged with 25 technology-led companies over the past several months to capture the latest trends around Cloud, Services, and Customer Success. In this concise presentation, we highlight five key findings around the shift to the cloud, challenges around cloud transformation, support and services evolution, level of investment in Customer Success, and challenges surrounding Customer Success.

Improving Your Managed Services Selling Model


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Many companies have solid Managed Services offerings, but don’t realize their full growth potential because of problems with their Services selling model. In this paper, Managing Director Eric Pelander and Senior Associate Jimmy Kirwan delve into the five critical go-to-market elements for marketing and selling  Managed Services to enable successful growth.

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The QBR Mistakes You Need to Stop Making



Quarterly Business Reviews (QBRs) are an amazing opportunity, but they’re also where dropping the ball has the most painful impact. Amity asked Partner Neil Jain and other leading Customer Success experts to share their thoughts on the biggest QBR mistakes Customer Success teams are making and how to avoid making them going forward. Neil’s advice  focuses on three main points: OBRs are more than ticket reviews, all QBRs aren’t created equally, and the QBR isn’t done when the meeting ends.

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Why Interest in Managed Services is Growing



Managed Services is expected to grow by more than 10 percent between now and 2020. In this article for Sand Hill, Managing Director Eric Pelander outlines the three factors driving growing interest in Managed Services: the financial opportunity it presents, increasing customer demand, and its ability to serve as a stepping stone to XaaS.  

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Updating the Balanced Scorecard for the SaaS World: Subscription Scorecard



While more and more businesses are embracing a subscription model, many are struggling with how to accurately measure and predict performance. In this CloudExpo article, founding partner Mark Hauser outlines the Subscription Scorecard, a re-imagining of the traditional balanced scorecard that is better aligned with the SaaS business model.  This “rebalanced” scorecard is centered around Customer Success, and includes operations quality, innovation velocity, and financial value.

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Taking Stock



In this article for CXOUSA, Affiliate Partner John Parkinson weighs in on the man-versus-machine question; he shares the interesting insights gained from a real-world test of using big data analytics, supervised machine learning, and automation to boost the performance and capacity of investment fund managers. 

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The Customer Success Playbooks You Need to Drive Adoption



Driving adoption is critical for ensuring that customers get maximum value out of their technology investment. It is also increasingly important for technology providers as they continue to embrace recurring revenue business models. Customer Success teams equipped with well-defined playbooks are uniquely positioned to deliver on this charter. In this webinar, Neil Jain and Aman Singh share key insights and best practices around how to successfully drive adoption through Customer Success playbooks.

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