Background Reading: Using Team and Approach to Improve Customer Success

Background reading for Lessons From the Field: Customer Success with Salesforce.

Customer Satisfaction, Success, and Fit

• Leading/trailing indicators — That Magic Question that Unsucks NPS (Josh Seiden)
• 11 Ways to Check Customer Fit (Nichole Elizabeth DeMere)
• You suck at OKRs (Outcomes and Key Results). Here’s Why. (Jeff Gothelf)
• Radical Focus: Achieving Your Most Important Goals with Objectives and Key Results (Christina Wodtke)

Product Teams

• Product teams: the next wave for NGOs? (Sam Dorman)
• Product team curriculum (Sam Dorman and Chris Zezza)
• Internal Product Management (Black Swan Farming)
• Product Thinking for Internal Teams (video) (John Cutler)
• Design the team you need to succeed (Christina Wodtke)
• Investing in Measurement and Learning (Lauren Shaughnessy)
• Fixing Agile Product Ownership (Jeff Patton)

Agility, Shared Understanding, Building Alignment

• Partnership Principles (18f)
• 10 Ways the C-Suite can support agility (John Cutler)
• The new user story backlog is a map (Jeff Patton)
• User Story Mapping: Discover the Whole Story, Build the Product Right (Jeff Patton)
• A Seat at the Table: IT Leadership in the Age of Agility (Mark Schwartz)
• Making Work Visible (Dominica Degrandis)

Organizational Learning

• The Challenge of Organizational Learning (Bridgespan Group)
• Build Measure Learn (Steve Blank)

Usability Testing

• Choose your own adventure to learn usability testing basics (Center Centre)

Data Maturity and Organizational Readiness

• Data maturity framework/assessment (University of Chicago)
• Prepare for Success — with Salesforce (Sam Dorman, Power of Us Hub)