The Art and Science of the Customer Journey: TSIA Fall 2017 Conference Recap

At TSIA’s Technology Services World conference this fall, Tech Services leaders were pushed to step into their customers’ shoes and shape the end-to-end experience—not just their respective customer touchpoints—through this lens. Claire O’Neill highlights the most interesting points across the presentations that the Waterstone team was able to participate in and/or lead.

Responding to Virtualization: How Software and Services Can Save Your Hardware Business

Hardware vendors are under attack. A number of factors are threatening hardware vendor revenue streams: aggressive pricing, competitors with lower cost labor and/or materials, innovative features or capabilities, and potentially the scariest… virtualization. As more and more hardware businesses are being attacked by new entrants and software-defined solutions, vendors are increasingly looking to software and services to fight back against the virtualization wave.

SIIA TechChat with John Zuk

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

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

This paper marks the first in the four-part series, and it will zero in on the Services selling model dimension of the framework. Companies aspiring to grow their Managed Services business should benchmark their current operating model against this continuum, and identify and prioritize the elements critical to achieving successful growth.

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 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.

How to Get Started on Customer Success

Unless Customer Success is a cross-company endeavor led by an executive team, companies run the risk of not being able to deliver the right customer experience. In this video, Dhaval Moogimane highlights the four critical priorities a company must consider when getting started with Customer Success.

Are Playbooks the Key to Customer Success?

When leveraged properly, Customer Success playbooks allow your team to spend less time planning and worrying and more time actually getting stuff done. In this recent Q&A with Amity, Aman Singh shares his thoughts on the challenges Customer Success managers face in driving adoption and the positive impact playbooks can have on their success.

Driving Subscription Adoption: A Prescription for Success

John Zuk and Meenakshi Sharma highlight four lessons learned from the healthcare industry’s treatment of chronic illness that have applicability to tech adoption. By establishing adoption programs that are simple, multifaceted, targeted and social, technology providers can successfully boost adoption path adherence and persistence and, ultimately, realize the sustained user adoption and retention necessary for long-term success.

Five Key Themes from the Pulse 2017 Conference

At Gainsight’s Pulse 2017 Conference, more than 4,000 Customer Success community members converged on Oakland to share their challenges, successes, and insights. Aman Singh and Angeline Liu, gathered the collective insights of the team and boiled them down to five essential themes to keep in mind as you design and evolve your Customer Success strategy and roadmap.

Why Customer Success Is So Important

While the notion of Customer Success in the technology sector has not changed, the economic imperative of making sure that Customer Success is driven within the base of accounts has. In this video, Dhaval Moogimane outlines the three reasons for this critical drive around Customer Success in the market today.