The theme of TSIA’s recent Technology Services World conference was “Blending the Service and Sales Motions,” and it was clear by the end of the conference that there is significant and compelling rationale for doing so. To blend them successfully, each function must embrace a new operating model centered around three critical mind shifts.
Author: John Zuk
The stakes are high for tech providers as they strive to keep up with the changing requirements of markets and the customers they serve. In this video, John Zuk puts the spotlight on four go-to-market dimensions that are essential for today’s tech providers.
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.
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.
While customer experience has been on the radar for a while now, at TSIA’s Technology Services Worldconference in Las Vegas, it emerged as the all-star, both in the formal programming and throughout the hallways and Expo. First-time attendee John Zuk shares his thoughts on the conference, highlighting the elevation of thought from individual functional area to cross-functional considerations, with a central focus on their overall impact on the customer experience.
In this SIIA Software and Services Division webinar, John Zuk discusses common pitfalls that companies face when building the structure and capabilities needed to deliver their desired customer experience as well as accelerators that can deliver results more quickly.
A recurring revenue business model is an intrinsic component of every SaaS enterprise. Recurring revenue, as the name implies, requires that customers continuously derive sufficient value from your offering so that they are motivated to keep paying for it.
Customer Success means ensuring that users adopt, and quickly derive value, from a company’s technology. While the definition is simple, many software companies struggle with designing an effective, scalable model that touches on all aspects of the post-sale customer experience. To address this challenge, Waterstone and Gainsight designed an intensive, two-day Customer Success Workout to provide executives with the tools they need to successfully design, launch, and scale their Customer Success programs.
After participating in SIIA’s Deciphering Customer Success Conference in Irvine, California, last week, Waterstone John Zuk outlines three main themes that emerged from the conference in this concise summary. Based on the various panel and Q&A sessions, it was apparent to John that Customer Success is still in the formative stages, Customer Success organizations are struggling to operate at the strategic level, and Customer Success must permeate the organizational culture to be truly effective.
With Big Data technologies having matured and become more accessible, many technology companies are looking to identify and introduce new data-driven products and services. In his article published on Insidebigdata.com, John Zuk, outlines the unique characteristics of these offerings and advises companies to focus attention on five critical components of the operating model.