Customer Support procedures are the basics for Customer Success

There’s two types of blogposts I write; sharing experience I have been chewing on for a long time or a sudden rant about an annoyance. Today you get the two in one! Throughout the last 15 years I have been involved with many technical support teams as a customer, partner, or building them internally. Although there are great platforms out there that help you organize your customer support in the likes of Sparkcentral, ultimately it still boils down to your internal procedures! Today I’m sharing my 3 simple steps to succeeding in customer support;  define the problem plan a course

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Making the case for permissioned BlockChain technologies

Earlier this year I joined Gospel Technology in London as its VP Product Strategy and it’s about time I start sharing some of the goodness here. Gospel builds a secure data collaboration platform based on an underlying blockchain type technology. And therein lies the first big challenge; blockchain is a very young, some may call this immature, type of technology and hence comes with a lot of (justified?) criticism. Guess what I will be doing going forward? 😉 Making the case for Blockchain Much like we had years of disagreement on what ‘cloud’ actually means, we will see multiple iterations

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My colleague has AD(H)D – what now?

I recently got the following request from a close friend: “Do you have any advice for managing employees with ADHD? I’ve just had a chat with staff member who has been really struggling and it turns out that he is ADHD. Any hints?” I realised I had already written quite a few posts on the subject but always from my own perspective. So this was a great opportunity to create a follow up from the other side of the table. Warning: this will be a long read 😉 first and foremost Acceptance is the number one priority. Both from your

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When bad press really is bad press

There’s this saying that there’s no such thing as bad publicity. Although I do agree that the only thing worse than being talked about is not being talked about (Oscar Wilde), this does not really apply [IMHO] to bad press in a commercial environment. And we had a text-book example of that this week in the Datacenter Infrastructure market; StorageReview, a well-respected publishing company, released a blogpost why they would/could NOT publish a review on a specific Nutanix solution. Is the truth out there? I will not go into the specifics of the article and I’m not even that interested

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Starting a User Community – what platform to choose?

If your company’s tagline is ‘joint innovation’ and being ‘as close as possible to the customer‘ is your goal, a user community forum seemed to be the very least I had to get in place as head of marketing. Our TrendMiner product is now exactly 1 year in beta going from v0.1 to v0.6 today. In order to make sure v1.0 by the end of the year / early 2016 is top notch, I think it is the perfect time now for the customers to start talking to each other and directly to our engineers / product management. The best

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Marketing in Stealth Mode

Three weeks into my new role as Head of Marketing at D Square it’s time to share my first experiences and findings. First of all I have to say that I’m extremely grateful for the experience. In all my previous roles and opportunities I have been mostly on the execution part of marketing strategy. This time it’s on me to build it from the ground up. Be Social and Share:

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