I’m sad today

Trump’s election makes me sad. Although there is a winner, there really aren’t any “winners”.

I’m sad for the people who voted for him that come from rural America and working class backgrounds. They have a reason to be upset because their past prosperity is diminished. But I fear that Trump used them as a vehicle to gain office, not because he was a champion of theirs in his heart of hearts.

I’m sad for those same people because the jobs and prosperity they used to have are gone forever. Such is the nature of capitalism and globalization and the internet-enabled world. Those old jobs aren’t coming back, no matter the leader or his policies. They were sold a story that they can have their past back, which they can’t.

I’m sad because the true source of future prosperity for those people is learning new things, and we’re not talking about investing in them to enable this. Education has been and always will be the great enabler of economic progress. This retooling of our workforce could take a generation, and sadly no politician wants to run on a platform of long-term solutions over short-term rhetoric.

I’m sad for women. It’s a double-barreled setback for gender equality when a viable female candidate was beaten by a provable sexist.

I’m sad for immigrants and ethnic minorities. We’re repeating another cycle of blaming the country’s woes on the newcomers and politically weak. Ask the African Americans of the South, Boston Irish, New York Italians or San Francisco Japanese how it felt in past decades when they were scapegoated for whatever problem the country faced at the time. Obama’s presidency as a step forward in race relations now seems to be at risk.

I’m sad for children, who see a leader who says things they know to be wrong and aren’t allowed to say in their own homes. This didn’t make our jobs as parents any easier when it comes to teaching our children civility and a moral code.

I’m sad for LGBT communities, because the long road to acceptance and inclusion is made longer during times of intolerance. We’ve come so far in 50 years on gay rights; I fear the progress will be stalled.

I’m sad that our country’s electorate is divided along such clear lines: rural versus urban, and the associated industries that sustain each populace. These divisions are a cultural and industrial chasm that don’t appear to be on a path to any near-term convergence.

As such, we have no winners today.

We have many who lost. We have others who think they won, but really didn’t gain a long term solution to their ills.

7 uncomfortable questions about user adoption

TLDR: If you’re like many folks in Customer Success, you spend most of your days working with key stakeholders at your customer accounts.  People like business sponsors, department leaders, admins and projects managers.

Suddenly, the week is over and you haven’t spent a minute with the actual users of your product.  

If you believe – as I do – that product adoption is the most important driver of customer retention and growth, then it’s important to confront this reality.

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Do you have a User 360?

TLDR: Many companies have assembled a “Customer 360” profile from various data sources, and deployed tools to utilize that information.  Customer Success apps are a good example of leveraging that data.  However, many companies don’t yet have a “User 360” that drives different – and highly valuable – customer insights and engagement.

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“Train the Trainer” is a terrifying term

TLDR: If you provide software, data services or other online services to businesses, you might be familiar with the term “train the trainer”.  It’s a time-honored approach to deploying software to new users.  It should also strike terror in the hearts of vendors.

If you believe, as we do, that adoption of your product is critical to customer retention and growth, then training might be the most pivotal adoption milestone of all.  If it’s so important, can you entrust it to your customer?

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The future of business software

Tom Tunguz wrote an insightful blog recently comparing legacy software applications with the new, disruptive ones.

He writes:

“A senior SaaS executive once told me, “Reports sell software.” In a top down sale, that’s absolutely true. The CEO wants better predictability of bookings so she’ll buy a CRM tool to gather the data. Classically, software has been built for that mantra.

In bottoms up sales, workflow sells software. And new SaaS companies who aim to displace incumbent systems of record will architect their products in a radically different way. They will be event-driven SaaS companies (emphasis is mine).”

I couldn’t agree more.  

My start-up’s product is (was) event-driven

In the case of Bluenose, we were trying to help you unlock the value of user feedback (in the form of NPS surveys) and user behavior (in the form of product usage data).  

This data should flow into your company continuously, and produces many valuable signals:

  • As a signal about the health of your relationships with your users at a macro level
  • As a signal about the health of your relationship with each user
  • As a signal about where each user stands in their adoption journey

How can you use these signals?

The first signal unlocks the drivers of NPS, retention and churn in your business.

The second signal mobilizes your Customer Success team or guides your contact center agents.

The third signal enables you to target each user with relevant messaging on how to take their next adoption steps.

How does Tom’s thinking apply to your business?

If your job is to improve customer retention, “event-driven” is a provocative way to think about your customers and the events that should drive your engagement with them. The design of your customer-facing processes should be event-driven for sure.

If you’re in the role of designing products, it’s a clue about how to disrupt incumbent competitors (or fight off the upstarts if you’re being disrupted), by thinking about the events that should drive your app’s features.

If you’re in sales, it’s a way to frame your product as being different – and more valuable – than an incumbent product that doesn’t utilize events to drive a business process.

A final thought

One of the ways I like to think about customer events is how they drive scores.

You’re forecasting a customer renewal.  Should the forecast probability (a score) be based on customer events?

  • Sustained use of your app
  • Survey responses

You’re scoring each customer’s health as part of a weekly Customer Success team meeting.  Should the customer’s health score be based on events?

  • Recent use of your app
  • Recent responses to a survey
  • Recent support tickets
  • Changes in the customer’s team

Not only do events make for more accurate scores. They also pinpoint what’s changed in a score and make the next customer touch much more obvious.

The secret to getting value from your customer data

TLDR: If you want to retain and grow your customers, you’ll need to understand them first.  And “understanding” them will quickly lead you to your customer data.

What’s the one thing you must do to unlock the power of that data?

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3 steps to turn passives into promoters

TLDR: I’ve written previously about how to turn Detractors into fans and Promoters into advocates using your Net Promoter℠ program.  However, Passives are another type of customer altogether.  Read on for three ways you can turn more Passives into Promoters.

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