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hareshgangwani

/Haresh Gangwani
Haresh Gangwani

About Haresh Gangwani

Haresh is the Chief Executive Officer and Co-Founder of Bolstra. Haresh is a veteran B2B SaaS industry executive having served in key roles with emphasis in product strategy, sales and marketing.

The Best Defense is Great Offense

By | 2019-05-09T21:41:30-04:00 April 24th, 2019|Customer Retention, Customer Success|

How Customer Success Uses Playbooks to Mitigate Churn In the recurring revenue economy, negative churn is the name of the game. This is more than retaining customers. It’s about creating consistently excellent customer experiences that lead to a strong sense of loyalty and the willingness to advocate on your behalf. Customer advocates are the key to negative churn. Customer Success Managers lead the team in making sure all those responsible for the overall experience of [...]

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#Customer Success looks like … A unicorn

By | 2019-05-09T21:41:30-04:00 April 8th, 2019|Customer Success Manager|

What is a Customer Success Manager? According to one job description, “The customer success manager will understand customer outcomes through ongoing collection and analysis of data and feedback, and turn this into onboarding and retention strategies as well as feed into the product road map. They’ll be involved in all aspects of support, account management, demonstrating the product, educating customers and more. All team members look to customer success for input across all key decisions.” The [...]

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Quarterly Business Reviews for Customer Success

By | 2019-05-09T21:41:31-04:00 April 4th, 2019|Agile Customer Success|

Quarterly Business Reviews WHY ARE Business Reviews IMPORTANT? There are basically two types of periodic customer reviews: Retrospectives and Business Reviews (also known as Quarterly Business Reviews, or QBRs). Retrospectives are typically conducted with admins and users and are very tactical. Business Reviews, on the other hand, are strategic meetings with executives designed to deepen the relationship and enhance the value ‘of’ and ‘for’ the customer. There are three primary reasons for conducting Quarterly Business [...]

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#CustomerSuccessLooksLike… Bad Habits Turning into Best Practices

By | 2019-05-09T21:41:31-04:00 March 24th, 2019|Customer Success Best Practices|

Do you (or your team members) have some bad habits in how you engage with your customers? Maybe you tend to check-in without a real agenda? Or, perhaps your customers see you as someone who’s always trying to upsell them? Or maybe you’re a little scattered because you have so many accounts in so many different lifecycle stages? On the flip side, does your customer have some bad habits you’d like to help them break? [...]

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Work Management Basics for SaaS

By | 2019-05-09T21:41:31-04:00 March 18th, 2019|Customer Success Best Practices|

10 Key Considerations for Customer Success Management What is Customer Success Management? Is it the measurement of how happy your customers are? Or is it knowing what your customers need at all times and being able to deliver value to them by doing things that help them reach their desired outcomes? If you’re shopping for a Customer Success platform, you might think it’s the former. Many of the current technologies that are promoting themselves as [...]

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Why A CRM Does Not Make A Good CSM Tool

By | 2019-05-09T21:41:31-04:00 January 30th, 2019|Customer Success|

Why can't I use my customer relationship management software (CRM) for customer success management (CSM)? Think of it as using a screwdriver to hammer in a nail. As screwdrivers are designed, they aren’t best suited to drive nails straight. You may use the back end of one, but you’ll likely end up with a crooked nail or a damaged screwdriver handle. The same logic goes for trying to use your Sales Force Automation (SFA) tool [...]

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5 Real Struggles Articulated by CSMs

By | 2019-05-09T21:41:31-04:00 January 23rd, 2019|Customer Success, Customer Success Best Practices|

Customer Success Managers (CSMs) have challenging jobs. Tasked with delivering value to multiple customers so that they become loyalists involves lots of work, knowledge, and balance. The better a CSM is at their job, the greater the likelihood that they have some stresses around being able to do all that their job entails. If you’re managing CSMs, take caution to not regard these stresses as indicators of poor performance. If your CSMs are stressed, it’s [...]

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Agile Adoption: “Dating”

By | 2019-05-09T21:41:32-04:00 November 11th, 2018|Agile Customer Success, Customer Success, Customer Success Best Practices|

How to Use Agile Customer Success Management to Increase Adoption In our previous blog, Implementing Agile Customer Success Management we shared some best practices for incorporating agile techniques during the first stage (Land) of a post-sale customer relationship. This blog post covers how to continue using agile methodologies as your customers grow more loyal and continue to adopt your solution. Agile methodologies work for Customer Success Management because of the iterative and cyclical nature of [...]

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End User Training

By | 2019-05-09T21:42:20-04:00 November 2nd, 2018|Customer Success Best Practices|

WHY IS End User Training IMPORTANT? End User Training is your chance to validate your sponsor’s decision to purchase by demonstrating the power of your platform to his or her team. It is an extremely valuable relationship-building exercise when you are able to do this within their live environment. The best End User Training is built around a well-planned learning design that is persuasive, capitalizes on real and relevant scenarios, and includes reinforcement. WHO NEEDS [...]

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5 Customer Success Platform Must-Haves

By | 2019-05-09T21:42:20-04:00 October 27th, 2018|Customer Success|

If you are a growth-minded B2B XaaS company, then you are likely “doing” customer success in some fashion or another. Whether you have a dedicated team or have operationalized the discipline of customer success across your organization, you are certainly recognizing the value of existing customers and working to deliver continuous value to make (and keep) them loyal. Increasingly, this approach is being supported with platforms designed specifically for enabling your best Customer Success practices. Operationalizing [...]

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Landing Agile Customer Success

By | 2019-05-09T21:42:20-04:00 October 10th, 2018|Agile Customer Success, Customer Success|

Incorporating an Agile Customer Success Process Begins in the Land Stage Agile Customer Success is the ideal model for incorporating the basic tenets of Agile management into Customer Success Management.  Some of the core tenets are: Attain customer satisfaction through continuous delivery. Don’t be afraid to make changes. Cross-functional collaboration is key. Agile processes promote sustainability. Simplicity is essential. Inspect and Adapt. The Virtuous Cycle As B2B SaaS companies seek to operationalize their Customer Success process, [...]

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How Martech SaaS Vendors are Doing CS (and getting it right)

By | 2019-05-09T21:42:20-04:00 August 7th, 2018|Customer Marketing|

Just so that we’re on the same page, let’s define the terms. “Martech” refers to all initiatives and tools used to help companies achieve their marketing goals.  When we look at the landscape for Martech since 2011, we’ve gone from 3 categories with about 150 vendors to 6 categories with over 5000 providers. It is a vast landscape, indeed. Martech-ers represent a large portion of the SaaS industry, and are, themselves, at the forefront of [...]

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