Background Reading: Using Team and Approach to Improve Customer Success
1 min readFeb 2, 2018
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)