Happened to Watch couple of good videos last week on Software Architecture, Design and Customer Success.
How the World Wide Web just happened – Tim Berners-Lee
Great Session. Talks about the importance of being in the right place and the right time.
Mary Poppendieck (Poppendieck.LLC) – The New New Software Development Game: Containers, Micro Services
Complexity grows non-linearly with Software size. Software size continues to grow so software complexity will continue to grow even faster. She explains what can we do about the complexity?
A summary of this talk is available here
Zen and the art of Customer Relationships
I loved the Zen and the Art of Customer Relationships presentation from Zen Desk. Awesome Presentation!
Pointers for building long lasting relationships
- Don’t overestimate your importance in your customers life
- Consider the entire customer experience
- Recognize the right relationships and adapt
- Be something actual humans can relate to
- Be Transparent
- Empower your best people to do what’s best
- Put a face to your customers
Framework to Build a Killer Customer Success Scorecard
Another Fantastic presentation from the trenches. A good overview around how to define Customer Success and what are the metrics to monitor (Customer, Financial, Practice and Inter-team)
Building the Customer Success Management Team