Challenge & Selection: To improve Customer milestone with a stronger feedback mechanism and  increased touch points thereby working on the increased customer lifetime to create stickiness. I am  using Visualization tool to view the long-term relationship with the customers and to be able to create a  necessary process around it. I wish to use this approach with our client PoCs, vendors and various client  partners. The processes enabled can be internal or external or both creating a holistic overall  development. The intent is to create more business opportunities and enhances customer relationships.  As a Customer Success team, we should be able to function in a much more effective and efficient way.

Application: I start the process by identifying where the engagement can be enhanced. Pre, during or  post the learning journey with the customer. As much as its good to go during and pre stages, it  indicates that post the journey its good to create an extended engagement layer to continue the  connect with the customers. Be it enabling them on the new product releases, making them a part of  our launch calls,  inviting them to host various discussion forums of their products within our  environment, include relevant teams internally, or as simple as having governance calls even after the  journey is completed. Its always good to follow and check for the impact measure or how it is being  applied at the workplace. As much as its appreciative, the timing and priorities have to be sorted and  approached accordingly. This can be started by enhancing a stronger feedback mechanism. Not just the  formal feedback survey but having a connect with the relevant team to understand what went well what  could have been done better will play a crucial role in fixing the issues and acting on the elements  making the client also happy and appreciative of the system. Another aspect to look at it is how many  clients are repeating the business. If yes how can it be strengthened and if no what is the reason;  Whether its budget constraints or solution fitment or the customer service in itself? Its important to  assess those criteria’s and reflect on the non-repeat clients.

Insight & Approach: What I have learnt from this exercise is that, talking with internal and external  stakeholders it’s important for the team to function more holistic in manner. As highly client facing  roles, there are so many aspects a Customer Success team can bring to the table. They would know how  the user experience has been, give suggestions on solution fitment, help with suggestions for product  enhancements and helped to tweak the process for better business outcomes and increased customer  engagement.


Challenge & Selection : To improve Customer milestone with a stronger feedback mechanism and increased touch points thereby working on the increased customer lifetime to create stickiness . I am using Visualization tool to view the long - term relationship with the customers and to be able to create a necessary process around it . I wish to use this approach with our client PoCs , vendors and various client partners . The processes enabled can be internal or external or both creating a holistic overall development . The intent is to create more business opportunities and enhances customer relationships . As a Customer Success team , we should be able to function in a much more effective and efficient way . Application : I start the process by identifying where the engagement can be enhanced . Pre , during or post the learning journey with the customer . As much as its good to go during and pre stages , it indicates that post the journey its good to create an extended engagement layer to continue the connect with the customers . Be it enabling them on the new product releases , making them a part of our launch calls , inviting them to host various discussion forums of their products within our environment , include relevant teams internally , or as simple as having governance calls even after the journey is completed . Its always good to follow and check for the impact measure or how it is being applied at the workplace . As much as its appreciative , the timing and priorities have to be sorted and approached accordingly . This can be started by enhancing a stronger feedback mechanism . Not just the formal feedback survey but having a connect with the relevant team to understand what went well what could have been done better will play a crucial role in fixing the issues and acting on the elements making the client also happy and appreciative of the system . Another aspect to look at it is how many clients are repeating the business . If yes how can it be strengthened and if no what is the reason ; Whether its budget constraints or solution fitment or the customer service in itself ? Its important to assess those criteria ’s and reflect on the non - repeat clients . Insight & Approach : What I have learnt from this exercise is that , talking with internal and external stakeholders it ’s important for the team to function more holistic in manner . As highly client facing roles , there are so many aspects a Customer Success team can bring to the table . They would know how the user experience has been , give suggestions on solution fitment , help with suggestions for product enhancements and helped to tweak the process for better business outcomes and increased customer engagement .