hareshgangwani

/Haresh Gangwani
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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.

Everything you Need to Know About Customer Advocacy

Chapter 1: From Customer Experience to Customer Advocacy (a Primer) While there’s plenty of chatter about Customer Success being your “driving purpose” in a post-sales strategy, we have a slightly different take. Your customer’s success is a critical step on the road to garnering their loyalty and, ultimately, their advocacy. Attaining this end goal starts with how you manage your customer experiences. In a recent LinkedIn forum discussion, Customer Success enthusiasts debated the definitions of [...]

By | 2018-05-31T13:56:33+00:00 May 31st, 2018|Customer Advocacy|0 Comments

Customer Success is not enough

Ask 10 CSMs what success in their job means to them, and they will have 10 answers, ranging from: keeping my customers from churning onboarding my customers successfully helping my customers adopt our solution identifying opportunities within accounts for growth facilitating my customers’ attainment of outcomes managing the renewal process None of these are wrong. They are all part of many CSM job descriptions. However, to limit customer success to these roles alone is not [...]

By | 2018-04-11T10:47:16+00:00 April 10th, 2018|Customer Advocacy|0 Comments

The Dynamic Duo – Customer Success and Customer Marketing

In the B2B recurring revenue economy, customer relationships are increasingly owned by a team of professionals (Customer Success Managers) who earn customer loyalty by continuously demonstrating the value of their solution to their customers. Ideally, they have a defined customer lifecycle as their model for customer engagement, and in doing so, are churn mitigators. As part of the charter for Customer Success, marketing teams are now joining the action to facilitate customer loyalty, too. In [...]

By | 2018-05-02T12:30:29+00:00 April 5th, 2018|Customer Marketing, Customer Success|0 Comments

Graduation

So my feeling on Graduation is that it’s less a post live meeting and more a post first value meeting.  I would typically say that we are identifying a measure of first value that we want to achieve that impacts their business in some positive way in order to graduate. I think graduation is a step that both you and your customer will know you have reached once you have worked together to create and [...]

From Customer Experience to Customer Advocacy (a Primer)

While there’s plenty of chatter about Customer Success being your “driving purpose” in a post-sales strategy, we have a slightly different take. Your customer’s success is a critical step on the road to garnering their loyalty and, ultimately, their advocacy. Attaining this end goal starts with how you manage your customer experiences. In a recent LinkedIn forum discussion, Customer Success enthusiasts debated the definitions of Customer Experience and Customer Success. As we ignite the fire [...]

By | 2018-05-31T15:48:36+00:00 March 12th, 2018|Customer Advocacy|0 Comments

Maturity of Customer Success Teams

As Customer Success teams evolve at a rapid pace - from fledgling ad hoc efforts to more repeatable and measurable strategic teams - we wanted to know how things were going out there. So, we surveyed teams to get a clearer picture on the state of things. Check out our findings.

By | 2018-03-20T00:41:43+00:00 November 30th, 2017|Infographic|0 Comments

A Day in the Life of 2 Customer Success Managers

Customer Success Managers keep a lot of balls in the air over the course of their days. They perform a variety of tasks to keep customers delighted, and frequently face surprises in the midst of their well-planned routines. Consider what the typical day looks like for two Customer Success Managers: one who performs his job piecing together account information from a variety of sources, and the other who is supported by an agile work management [...]

By | 2018-03-20T00:41:54+00:00 November 16th, 2017|Customer Success, Infographic|0 Comments

Loyal Customers Feed the Funnel: The Math Goes a Long Way

Once upon a time, in the world of perpetual licenses and revenue streams coming predominantly from new logo acquisitions, pipelines looked like this: In today’s subscription economy, existing customers represent 70+% of total ARR, and have a significant effect on revenue – both recurring and new. Consider the math. In the calculations below, COMPANY has an Existing ARR (EARR) of $0 and generates $1,000,000 in New ARR (NARR) in Year 1. NARR grows at a [...]

By | 2018-03-12T18:00:22+00:00 November 1st, 2017|Assurance Services|0 Comments

The Blocking and Tackling of Customer Success

We know that Customer Success teams are being formed and developed at a rapid pace. XaaS companies are no longer debating the value of a dedicated expert services team to work with customers to generate and sustain a continuously valuable experience. While the debate about whether to have a Customer Success team within your organization is subsiding, the questions about how to DO Customer Success are mounting. In response to these questions, Bolstra delivers The [...]

Infographic: Customer Success Maturity Model

Check out our latest infographic, the Customer Success Maturity Model. The infographic details the maturity of an organization's ability to respond and predict their customer's success through the use of people and technology. You can also take our free assessment to find out where your company stands. Take the Assessment

By | 2018-03-20T00:48:25+00:00 August 30th, 2017|Customer Success, Infographic|0 Comments

How (and why) to Use NPS in B2B Businesses

Why use NPS? The Walker Survey report Customers 2020: The Future of B-to-B Customer Experience vouches that “by 2020, the customer experience is predicted to overtake both product and price in distinguishing one firm from another.” There’s no getting around the business case for helping our customers be successful. If they lose, we lose. Conversely, as their success goes, so does ours. There are myriad theories on how to delight our customers. How, though, do [...]