Case Study: Go1’s Customer-First Approach Supports Learning Transformation Internally and Externally

Posted on July 7, 2023July 31, 2023 by Jennifer Dole

The Backstory 3Sixty Insights spoke with Karla Rainer, the director of human resources (HR) at ABC Companies, to compile this report. ABC is a business that sells, leases, and services motor coach buses and also distributes parts. The company serves enterprise customers of all sizes, including small businesses, transportation companies, and those like Disney and Google which maintain their own fleets. The organization places a strong emphasis on safety, with 80-90 percent of employees working in what Rainer calls “safety-sensitive roles.” Rainer works from ABC’s corporate HR location in Florida, and she and her team support HR functions in all eight locations across the United States. She manages a payroll specialist and two senior HR generalists, and she reports to the company’s chief financial officer […]

Video: Orbus Software Surmounts Challenges in Employee Learning by Turning to Go1 for Curated Content

Posted on May 2, 2023May 3, 2023 by 3Sixty Insights Editorial Team

In this video, Brent Skinner walks viewers through an analysis of how and why Orbus Software turned to Go1 for part of the puzzle in overhauling their learning ecosystem. A provider of cloud software for digital transformation, Orbus wanted a diverse trove of learning content to curate and, thus, enliven employees’ skills development and training. Read the full report covered in the video here: Orbus Software Decides to Curate Go1-Sourced Content as Part of a Modernized Approach to Learning.

Anatomy of a Decision: Orbus Software Decides to Curate Go1-Sourced Content as Part of a Modernized Approach to Learning

Posted on February 22, 2023March 10, 2023 by Brent Skinner

The caliber of an employer’s learning ecosystem can be the catalyst for breakthroughs in training, upskilling, reskilling and career pathing—or an impediment to it all. Absent the state of the art in thinking and software for learning on the job, organizations struggle to set goals for their people or have an effective impact on overall internal culture. So learning has always been incredibly important in the workplace, and the proliferation of work-from-home (WFH), work-from-anywhere (WFA), hybrid work, and more has only laid bare and underscored this importance. More than ever, organizations must lean heavily on their learning ecosystems—the learning management system (LMS), the content feeding it, and anything else involved. The all-important employee experience hangs in the balance. What You Need to Know About This […]

5 Tips to Telling Great Customer Stories

Posted on September 30, 2022September 30, 2022 by Jennifer Dole

The headline for one of my most successful LinkedIn posts in 2021 was “How do we help customers tell better stories about their success when advocating on our behalf?” At the time, I led a Client Success Partner team and needed to prepare for sales presentations on the topic of customer advocacy. The post returned a lot of responses that were very helpful — they shifted how I approach storytelling and advocacy. Here are my five takeaways from that post: Make the story about a character When I read Income From Outcomes author Paul Henderson’s comment on my post, “Our champions should not have to tell the success story. We should do that. It’s part of a Hero/Heroine program,” it really stood out to me […]

3Sixty Insights #HRTechChat with Marc Havercroft, Chief Customer Officer for SAP SuccessFactors

Posted on June 22, 2021July 29, 2021 by Brent Skinner

For this, the latest episode of #HRTechChat, our guest is Marc Havercroft, global chief customer officer for SAP SuccessFactors. Marc and I had a conversation a couple weeks ago and were both struck by how much we have in common in terms of our views on HCM. We at 3Sixty Insights speak of abstract and concrete HCM, and how you need both. Marc shares a very intriguing rendition on this, equating the two to operational-related HCM and experience-related HCM — i.e., the employee experience. And we agree that whether it’s abstract and concrete or operational and experience, all of it comes to bear squarely and undeniably on employee sentiment. Our podcast together reiterates these points and continues in this vein. Ultimately, our discussion explores wide-ranging […]

Research Note: Exploring the Necessity of Modern Customer Success in the Cloud

Posted on February 22, 2021June 23, 2022 by Brent Skinner

When did customer success become a department, a division, a role, at vendors of business software for the enterprise? It was when their leaders first feared that customers’ dissatisfaction with, or ambivalence over, the product would begin to affect the bottom line in uncomfortable ways. When and where was this? According to The Customer Success Association, it was in 1996 at Vantive, a company that produced software for customer relationship management. This surprised me. My guess was a cloud company as the first. But the rationale at that CRM company, Vantive, was similar. And, once it becomes relatively easy for customers to discard with one vendor’s product in favor of another product to address the same need, vendors are more apt to sense the urgency […]

The Importance of Delivery to Keep a Small Business Financially Stable

Posted on August 30, 2020June 23, 2022 by Nicholas Biron

Too many times we see businesses focus so hard on winning new business, they forget everything that follows the initial customer win… The stark reality is that only focusing on the initial customer win will ultimately lead to a large majority of businesses’ failures. Let us share with you a brief example. A few years back, 3Sixty Insights worked with a firm that was in the consulting services industry… This firm had seen six years of exponential growth, until they hit snag and had four years of declining bookings numbers. Their CEO thought they had strong brand in the industry and couldn’t for the life of him understand why their bookings numbers were declining. Afterall, they always had a large number of projects in the […]