I would like to share with you two different experiences I have had dealing with support - in both cases the respective companies were represented by courteous support agents, willing to do what is necessary to resolve a ticket satisfactory. Yet the outcome and experience could not have been a bigge...

Over the last decade or so, many technology vendors have made significant investments in Customer Success Management Teams, but the definition of customer success varies from vendor to vendor. In his book "The Outcome Generation", Paul starts by clearly defining the three generations of su...

Let me start this post with a disclaimer: when it comes to video scripting, recording and editing, I don't know what I am doing. What I do know is that I don't script, and only marginally edit the end result. Is it professional? No - but it is authentic. Any errors in the videos are the fault of the...

Customer success teams are here to stay. It is inevitable that the vendor of a subscription based software application takes a keen interest in the success that has been achieved with that software. After all, even the most specialised software application is in danger of being "commoditised...

Many entrepreneurs and small business owners outsource their accounting and bookkeeping needs, so they can focus on the growth of their business. And most bookkeepers do an excellent job of keeping the books away from the continuous descent into a state of total disorder - and accountants, in partic...

"We know why projects fail; we know how to prevent their failure - so why do they still fail?" - Martin Cobb

If you are involved in delivering ICT projects, you must have heard this phrase coined more than once - I came across this well over a decade ago (and it was not a new discovery then...

November is the second month of Spring here in Australia - and over the weekend we had temperatures soaring to the mid-to high 30's (even over 40's at the hottest point point of the day Friday - this is degrees Celsius, about 100 degrees Fahrenheit). One cannot help but to want for a nice cold water...

Agile has been around for a while - quite a while indeed. And it is still, for a lack of a better word, "fashionable" as an implementation method for business applications. Is it successful? The proliferation of Agile as method of choice seems to indicate success, but are "agile"...

Wiise is a new integrated business application aimed at small business launched in Australia - it comes forth from the collaborative efforts of KPMG, Microsoft, and CBA (created by KPMG, built on Microsoft, supported by CBA). You may have seen the press surrounding the launch of Wiise - not in the l...