What we read this week, 21 November 2014:

The concept of customer success may be strange to some of us coming from the on-premise enterprise technology side. This post from Totango, and more importantly, the Forrester report it points to do a pretty good job at explaining the concept and pointing to the leading players.

Knowledge-Centered Support – The Methodology That Really Works – (Atlassian)

How to Reduce Waste with Process Mining – I recently came across the concept of process mining, courtesy of a coursera course Process Mining: Data science in Action. From the course description: “Process mining bridges the gap between traditional model-based process analysis (e.g., simulation and other business process management techniques) and data-centric analysis techniques such as machine learning and data mining.” From what I have seen so far, it uses event data (think your CRM’s or case tracking system’s audit trail) to analyze process bottlenecks and dependencies. I will provide additional reviews of the concept and the course when it ends, but if you have some time check it out, it is free.

The 7 Laws of Customer Success – More on customer success and the mindsets driving this rapidly growing discipline (gainsight).

How Do People Get New Ideas? – written in 1959 by Isaac Asimov and only recently published, this article discusses the conditions for creativity (MIT Technology Review).

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