Software Architecture, Customer Success

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
https://www.youtube.com/watch?v=yF5-6AcohQw
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
http://m.ustream.tv/recorded/61477219?rmalang=de_DE
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
http://highscalability.com/blog/2015/4/27/how-can-we-build-better-complex-systems-containers-microserv.html

Zen and the art of Customer Relationships
https://www.youtube.com/watch?v=G_2UP4-J7Vc
I loved the Zen and the Art of Customer Relationships presentation from Zen Desk. Awesome Presentation!
Pointers for building long lasting relationships

  1. Don’t overestimate your importance in your customers life
  2. Consider the entire customer experience
  3. Recognize the right relationships and adapt
  4. Be something actual humans can relate to
  5. Be Transparent
  6. Empower your best people to do what’s best
  7. Put a face to your customers

Framework to Build a Killer Customer Success Scorecard
https://www.youtube.com/watch?v=lhx06h8RZ3Q
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
https://www.youtube.com/watch?v=XIx5HhfG56w
Happy Learning!

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One thought on “Software Architecture, Customer Success

  1. I love Mary’s talk. Mary mentioned about “Inventing on Principle”, that is perhaps my favorite talk of all time. I highly recommend that talk if you haven’t seen it.

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