Krish Chelikavada’s Post

Want to Simplify Complex Customer Journeys to Drive Success?👇🏾 For #CustomerSuccess, customer journeys don’t follow a simple, straight line. To turn the complexity into clarity, top #CS leaders break down the journey into structured, repeatable steps. 𝐇𝐞𝐫𝐞’𝐬 𝐡𝐨𝐰: ⒈ 𝐌𝐚𝐩 𝐎𝐮𝐭 𝐭𝐡𝐞 𝐉𝐨𝐮𝐫𝐧𝐞𝐲 𝐏𝐡𝐚𝐬𝐞𝐬 – From onboarding to advocacy, map each phase and design processes to support seamless transitions. ⒉ 𝐃𝐞𝐟𝐢𝐧𝐞 𝐊𝐏𝐈𝐬 𝐚𝐧𝐝 𝐌𝐞𝐭𝐫𝐢𝐜𝐬 𝐚𝐭 𝐄𝐯𝐞𝐫𝐲 𝐒𝐭𝐞𝐩 – Set measurable outcomes for each phase (adoption rate, CSAT, engagement). Knowing these helps you track progress and intervene early. ⒊ 𝐂𝐫𝐞𝐚𝐭𝐞 𝐀𝐜𝐜𝐨𝐮𝐧𝐭𝐚𝐛𝐢𝐥𝐢𝐭𝐲 𝐟𝐨𝐫 𝐄𝐚𝐜𝐡 𝐈𝐧𝐭𝐞𝐫𝐚𝐜𝐭𝐢𝐨𝐧 – Establish ownership for every phase, ensuring the right team members are responsible. Complex customer journeys are part of CS — having structure turns complexity into opportunity. Want a deep dive into the topic? Feel free to DM me for more on how to build Dynamic Customer Journeys. *** 🛎️ If you find this valuable, follow for more insights! ♻️ Repost to share with your network. #CustomerJourney #CustomerSuccess #StructureInCS #RevenueGrowth #RevSetter

Are you leveraging your customers' feedback to its fullest potential? The journey from MVP to a fully-fledged market offering is intricate and requires more than just launching a product; it demands a commitment to continuous improvement and adaptation based on real user insights. Our latest article, 'MVP Magic: Less Is More For Early Success', explores the pivotal role of customer feedback in the iterative development of MVPs. From navigating the MVP development before market validation to championing early adopter engagement for gaining invaluable market insights, this article provides a roadmap for evolving your MVP based on solid, actionable feedback. Understand how to transform early adopters into loyal customers and how post-launch evolution can secure your product's place in the competitive market. Ready to harness the power of customer feedback for your MVP? Dive into the article here: https://lnkd.in/efb9F84Y #CustomerFeedback #MVP #LeanStartup #ProductDevelopment #CustomerFeedback #MVP #LeanStartup #ProductDevelopment

Are you leveraging your customers' feedback to its fullest potential? The journey from MVP to a fully-fledged market offering is intricate and requires more than just launching a product; it demands a commitment to continuous improvement and adaptation based on real user insights. Our latest article, 'MVP Magic: Less Is More For Early Success', explores the pivotal role of customer feedback in the iterative development of MVPs. From navigating the MVP development before market validation to championing early adopter engagement for gaining invaluable market insights, this article provides a roadmap for evolving your MVP based on solid, actionable feedback. Understand how to transform early adopters into loyal customers and how post-launch evolution can secure your product's place in the competitive market. Ready to harness the power of customer feedback for your MVP? Dive into the article here: https://lnkd.in/gaKx5ZMt #CustomerFeedback #MVP #LeanStartup #ProductDevelopment #CustomerFeedback #MVP #LeanStartup #ProductDevelopment

Leveraging customer feedback for sustained SaaS growth At the heart of every successful SaaS company lies a commitment to understanding and responding to customer feedback. We can have a whole debate about it, but I'm convinced that customer feedback is the most important input you can get about your product. Leveraging this feedback is key to driving long-lasting growth and ensuring that your product evolves in a direction that meets the needs and expectations of your users. Here's how we approach it: Try to listen actively: We engage with our customers regularly through surveys, reviews, and direct conversations. Their insights are incredibly valuable. Closing the loop: Keeping customers informed about the changes made based on their input helps us to keep trust and loyalty. Continuously innovating: We view feedback as an ongoing process, driving us to stay agile and forward-thinking. In the end, we made a product that resonates more deeply with our users and a team that's more aligned with our mission. We've seen growth, not just in numbers, but in the trust and loyalty of our customers. I'm Oksana 💁🏼♀️ Growing businesses and improving their processes with strategic thinking Posting about my learning experiences while doing it Talking regularly about #growthhacking #strategy #leadership #saas #businessdevelopment

🌟 Customer Success: OKRs, Challenges, and Real-World Solutions 🌟 As Customer Success professionals, we’re all familiar with the rewarding yet challenging journey of helping customers achieve their goals while meeting business objectives. Whether you’re driving adoption, tackling churn, or juggling priorities, we share similar challenges—and solutions. 💡 Key OKRs for CS: 🔗 Drive Adoption & Retention: Deliver value customers can see and feel. 📈 Elevate NPS: Build trust through great experiences. 🤝 Be a Trusted Advisor: Strengthen partnerships beyond transactions. 🌱 Spot Growth Opportunities: Create scalable, win-win solutions. 🚦 Stop Churn: Stay ahead of risks to ensure long-term success. The Shared Challenges We Face: 🤝 Cross-Functional Misalignment: Delays in collaboration slow seamless experiences. ⛔ Leadership Bottlenecks: Limited resources can stall great strategies. 🔍 Tooling Gaps: Without insights, we risk being reactive instead of proactive. 📚 Overloaded CSMs: High account loads limit proactive engagement. 📏 Managing Expectations: Balancing delays and customer happiness is tough. Turning Challenges Into Opportunities: 🤝 Align Teams: Regular syncs with Product and Support improve responsiveness. 🎤 Advocate for CS: Push leadership for tools, headcount, and resources. 🔧 Empower CSMs: Invest in tools and training to handle risks and strategy. 📊 Rebalance Workloads: Redistribute accounts to deepen engagement. 📣 Communicate Clearly: Set realistic expectations and close feedback loops. 🚀 CS is a Team Sport! We all face these challenges, but as a community, we’re constantly innovating and learning from one another. Let’s share strategies to raise the bar for Customer Success together. 💬👇 #CustomerSuccess #OKR #CustomerExperience #CSCommunity #Leadership #Collaboration #GrowthMindset

How can Customer Success (CS) teams leverage technology to scale effectively, personalize customer interactions, and automate processes without losing the human touch? Dive deep into these questions in our next panel discussion: "Digital Customer Success: Scaling CS, Personalization, and Automation" 🌐 Join us to gain insights from the following experts in the field: 🌟 Dan Ennis - Senior Manager of Scaled CS at monday.com and seasoned SaaS CS Leader. Dan brings to the table a wealth of knowledge on leveraging thoughtful automation to scale CS teams efficiently, ensuring technology serves to amplify rather than replace the human element. 🌟 Marie Lunney - Director of Scaled CS at Bynder and founder of DCS Connect. With her expertise, Marie will shed light on how digital CS strategies can intertwine operations, technology, and customer engagement to boost satisfaction and profit margins alike. 🌟 Adam Avramescu - VP of Customer Education at Personio and founder of the CELab podcast. Adam will explore how educational channels can be the cornerstone of a Digital CS strategy, enhancing self-service while fostering stronger relationships and brand loyalty. Moderated by our very own Maarten Doornenbal, this session promises to be an enlightening 45-minute journey through the landscape of Digital Customer Success, outlining the future of CS strategies in a digital-first world. 📅 Mark your calendars! Don’t miss out on this opportunity to revolutionize your CS approach with cutting-edge strategies and insights. Perfect for CS leaders, digital strategists, and innovators aiming to stay ahead of the curve. Elevate your CS game by learning from the best in the business. Link to the webinar page in the comments! #DigitalCustomerSuccess #CustomerSuccess #Automation #Personalization #Scaling #Innovation #TechTrends #BusinessGrowth

🚀 Customer Discovery: The Secret to Building What Really Matters 🚀 One of the most game-changing insights I’ve learned comes from Shriyas Doshi. His approach to customer discovery isn’t just about talking to customers — it’s about deeply understanding their needs, pain points, and aspirations. Shriyas emphasizes the importance of empathetic listening and approaching every conversation with genuine curiosity. Instead of assuming what the customer needs, he advocates for asking open-ended questions that reveal their true problems. Here’s what I’ve learned from applying this framework: 💡 Don't sell a solution. Listen to their stories, and identify patterns that point to the underlying problem. 💡 Ask why, 5 times. It’s not just about the first answer. Dig deeper to uncover the root cause. 💡 Learn fast, adapt faster. Customer feedback should shape your product at every stage. Continuous iteration is key. In a world where most products fail because they don’t address real customer needs, investing time in customer discovery can be your superpower. Always remember: Build WITH your customers, not FOR them. What’s your experience with customer discovery? Share your thoughts! 👇 #CustomerDiscovery #ProductDevelopment #CustomerCentric #LeanStartup #SaaS #GrowthMindset #FleetPanda

GTM teams collect customer feedback daily. Product teams drown in a sea of feature requests. And somewhere in the middle, valuable insights get lost. At Savio, we’ve seen how bridging this disconnect can transform your product roadmap into a revenue-generating machine. It all starts with asking the right questions. Here’s a tactical list to guide your conversations. 👇 𝗤𝘂𝗲𝘀𝘁𝗶𝗼𝗻𝘀 𝘁𝗼 𝗽𝗶𝗻𝗽𝗼𝗶𝗻𝘁 𝗿𝗲𝘃𝗲𝗻𝘂𝗲-𝗱𝗿𝗶𝘃𝗶𝗻𝗴 𝗳𝗲𝗮𝘁𝘂𝗿𝗲𝘀 What feature convinced you to sign up for our product? What’s a pain point our product has solved that impacts your bottom line? Is there a feature that would help you hit your revenue goals faster? What’s a task you’re still doing manually that you wish our product could automate? 𝗤𝘂𝗲𝘀𝘁𝗶𝗼𝗻𝘀 𝘁𝗼 𝘀𝗽𝗼𝘁 𝗿𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 𝗿𝗶𝘀𝗸𝘀 𝗮𝗻𝗱 𝗼𝗽𝗽𝗼𝗿𝘁𝘂𝗻𝗶𝘁𝗶𝗲𝘀 If you stopped using our product, what would you miss the most? Is there a feature we could improve to save you more time or money? What’s a frustration you’ve encountered using our product, and how can we fix it? Are there features you avoid because they feel too complex or unnecessary? 𝗤𝘂𝗲𝘀𝘁𝗶𝗼𝗻𝘀 𝘁𝗼 𝗮𝗹𝗶𝗴𝗻 𝘄𝗶𝘁𝗵 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀’ 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗰 𝗴𝗼𝗮𝗹𝘀 What’s your #1 goal, and how does our product help you achieve it? What new challenge has emerged in your business that we could help solve? How could we help you scale faster or more efficiently? 𝗤𝘂𝗲𝘀𝘁𝗶𝗼𝗻𝘀 𝘁𝗼 𝗽𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲 𝗳𝗲𝗮𝘁𝘂𝗿𝗲 𝗿𝗲𝗾𝘂𝗲𝘀𝘁𝘀 𝗯𝘆 𝗶𝗺𝗽𝗮𝗰𝘁 If we built [feature], how much would it impact your business? Which feature do you think would deliver the most value for your team? On a scale of 1-10, how critical is [feature] to your success? 🔔 Want to learn more about aligning Product and GTM teams to scale your SaaS? Follow for more insights and strategies. And give Savio a spin: https://lnkd.in/eWpyG3Jh  #saasgrowth #productmanagement #customerfeedback

This week we had the opportunity to bring some of our Customer Success team together alongside 150+ CS leaders to discuss best practices, CS models, Scaling and AI. As with any event in which you dedicate time, you want to feel inspired and motivated to incorporate these learnings back in your day to day. A few things that I learned: - Customer Success faces the same challenges and opportunities irrespective of industry/company - There is no single “right” model - iteration and expertimentation help you find the balance - Digital/AI is key to scaling. From personal productivity to 24/7 customer enablement, it’s not just the Long Tail low cost option - Customer education should be a central strategy - self serve, interactive and dynamic content contributes to improved customer autonomy, accelerated adoption and satisfaction - Marketing Department should be a strong partner for Customer advocacy, outreach and growth oppprtunities. It’s a symbiotic relationship with Customer Success - Alignment, alignment, alignment - key to all relationships across all departments and customers. Take the time to communicate, align and set expectations. The time invested upfront pays back in spades down the road. Now on to ideation and implementation…! Pradeep Kumar Justin Greenberger Laith Bahoshy Arvind Sundaresan Chirag Halani Sophia Auteri Jenny Marshall Jason Morrison Kaitlin Auriemma Customer Success Collective #customersuccesscollective #customersuccessfestivalNYC