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”
Category Archives: Enterprise Technologies
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”
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”
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”
The Journey from Chaos to Performance
* This article is intended for small and medium businesses, however the general concepts could be applicable on all business sizes Within my years of professional customers engagement, I have been in deep touch with the IT (or technology) departments there, visiting, helping, consulting or advising, all of them shared a lot of commonalities, problems, achievements, failuresContinue reading “The Journey from Chaos to Performance”
Customer Success is now a must!
Shifting customer experience to new levels is a whole organizational strategic goal now, new customer approaches should be adopted where success managers continuously manage the relationship with the customer and coach/support all other account dealing stakeholders ( Sales, support, project management…etc) The sales function has a fluctuating scope that depends entirely on the sales pipeline, thus we seeContinue reading “Customer Success is now a must!”
Moe Nada 