How Forrester Featured my Customer Health Score Formula

In August 16th 2017, Forrester Research published an official report titled: “How To Build A Viable B2B Customer Health Assessment” In this Report, Forrester selected two formulas among a list of these companies Adobe Alfresco Software BMC Software ChurnZero Cisco Systems Customer Success Association Pro An education software maker eSpatial FDB (First Databank) Gainsight HewlettContinue reading “How Forrester Featured my Customer Health Score Formula”

Forrester Research to officially feature my Customer Success Formula

As per my previous post, I had a very interesting conversation with two senior analysts at Forrester Research over a trending topic now around customer success which is the Customer health/Success Formula In the past, we have seen a lot of efforts on sales and sales increments, and on the other side magnificent innovations onContinue reading “Forrester Research to officially feature my Customer Success Formula”

Customer Health Score Formula

I had a meeting with two senior Forrester research analysts for around one hour, the whole meeting focus was about how to think of a way to measure customers’ health from a customer success prospective. I have a model that I developed personally through my years of experience, I believe the model answers this dilemmaContinue reading “Customer Health Score Formula”

Customer Success & Shelfware

The larger the size of the organization gets, the higher the probability of encountering less utilized customer applications or totally unutilized applications (unused) Both ways, this is Shelf-ware! One of the ultimate goals of Customer Success function, is to make sure that customer’s environment is utilized at upmost standards, shelf-ware is one the silent killersContinue reading “Customer Success & Shelfware”

Building a WW Digital Sales Strategy

In this article I will demonstrate a top executive level design I made in 2016 for a WW Diginal software sales strategy, it was based on mainly six strategic directions (themes), this design lays the foundations for this Digital sales organization, subsequent programs and plans should be designed on later stages….this strategic map called “Hex-Go” consistingContinue reading “Building a WW Digital Sales Strategy”

Escalation Management, further more!

One of the main work streams I have been doing for more than 10 years is escalations handling, its a function that many like to avoid due to the huge pressure it entails! I was asked before by one of Marketing intelligence startups: How to warrant having a proper escalation management for our killing issuesContinue reading “Escalation Management, further more!”

Big Data, Big ideas yet big challenges!

Business Challenges Applications synergies Defining meaningful Business cases Formulating functional direction themes Measuring Efficiency and overall business return Cost of implementation Vs Payback Technical Challenge Knowledge and skillsets solutions Maturity Integrations complexity Other challenges Ethics and user privacy Solutions ownership  

Selecting the right support model for your organization

Selecting the right software solutions for your organization could be one of the most difficult decisions that any IT leader might take, as the market is usually very high on Enterprise IT solutions offerings yet low on deep knowledge or vertical analysis of choosing any of these solutions, however, after selecting the suitable solution, theContinue reading “Selecting the right support model for your organization”

Cloud vs virtualization

The concept of Cloud is yet still unclear to many people I work with, we are in 2013 now and the hype of the cloud is everywhere already. However, I still find myself in discussions about the differences of between cloud, Automation, virtualization..etc   I want to briefly define each of that in points theContinue reading “Cloud vs virtualization”

Software Services: Pricing and preposition strategies

In the world of IT software business, setting the right pricing schema is extremely one of the most challenging pieces of that business, software product pricing is bit clearer compared to services pricing due to its relative easiness with competition analysis and market maturity, however, here we will be discussing only services pricing as it is a coreContinue reading “Software Services: Pricing and preposition strategies”