hareshgangwani

/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.

A 3-step Guide to Making Renewals Happen

By | 2019-08-22T20:50:51-04:00 August 22nd, 2019|Customer Success, Customer Success Best Practices|

Customer Retention Begins Long Before You Try to Renew a Contract In the recurring revenue economy, customer retention is synonymous with success. 80 percent of customer lifetime value comes through renewals. So, you could say that securing customer renewals is our bread and butter. While we hope that renewals happen organically as a result of all the great work we do to help our customers be successful, sometimes they need a gentle nudge to get over [...]

Agile Scrumban: The Best Approach for Customer Success

By | 2019-08-14T20:57:13-04:00 August 14th, 2019|Agile Customer Success, Customer Success|

Incorporating the best of Agile for Customer Retention The self-managed, customer-focused nature of the Agile methodology is fast becoming the go-to approach for managing projects and accounts across industries and functions. The Scrum framework and Kanban system, which are associated with Agile, are particularly beneficial in managing the work involved in customer retention. Consider Agile Scrumban as the ideal solution for doing and managing the multifaceted and collaborative work of Customer Success. Profound knowledge and [...]

Checking In Can Yield Checking Out

By | 2019-07-24T11:25:45-04:00 July 17th, 2019|Customer Success, Customer Success Best Practices|

How to effectively use check-ins to increase customer retention rates Is conducting check-in phone calls or sending e-mails to your customers part of your customer retention strategy? If so, you may want to reconsider how effective those phone calls and emails are in reaching your goal of retaining and growing your customer base. Consider the following phone call scenarios Scenario 1: an unscheduled check-in call during Implementation CSM: “Hi, Customer. It’s CSM. Just calling to check [...]

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 [...]

#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 [...]

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? [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]