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.

Everything you Need to Know About Customer Advocacy

By | 2019-05-09T21:42:21-04:00 May 31st, 2018|Customer Advocacy|

UPDATE: This page has been moved and improved. Here's 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 [...]

Customer Success is not enough

By | 2019-05-09T21:42:49-04:00 April 10th, 2018|Customer Advocacy|

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 [...]

The Dynamic Duo – Customer Success and Customer Marketing

By | 2019-05-09T21:42:49-04:00 April 5th, 2018|Customer Marketing, Customer Success|

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 [...]

Graduation

By | 2019-05-09T21:42:49-04:00 March 15th, 2018|Customer Success, Customer Success Best Practices|

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)

By | 2019-05-09T21:42:50-04:00 March 12th, 2018|Customer Advocacy|

UPDATE: We now have a more comprehensive post with everything you need to know about customer advocacy.   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 2018: The Year of Adoption

By | 2019-05-09T21:42:50-04:00 January 25th, 2018|Customer Success|

While the term Customer Success may have been used for the first time back in 1996 to name a department committed to helping customers be successful using Vantive’s CRM, Customer Success as a holistic approach to developing loyal customers is still evolving. Where on the evolutionary curve it falls is up for debate. Even though many of us in the industry (purveyors of Customer Success solutions) may wish for us all to be on the [...]

Retrospectives

By | 2019-05-09T21:42:50-04:00 January 9th, 2018|Customer Success, Customer Success Best Practices, Featured In|

WHY ARE Retrospectives IMPORTANT? There are three primary reasons for conducting Retrospectives: allowing your customers to be heard taking steps toward cultivating long-term loyal customers agreeing upon the “sprint plan” that outlines what both sides are tasked with accomplishing ahead of the next scheduled retrospective Routine Retrospectives provide the framework for you to check in on your customer in a scheduled way to understand what’s working and what’s not. Simple agendas for Retrospectives allow you [...]

Launch

By | 2019-05-09T21:42:50-04:00 December 19th, 2017|Customer Success Best Practices|

WHY IS Launch IMPORTANT? Launch is actually more a customer status than it is an event. Rather than thinking of Launch as something you do with or for your customer, consider it a state of accomplishment where you can (or should) take a breath and feel as though you and your customer are at a good place for them to take off in using your solution. WHO NEEDS TO KNOW HOW TO DO Launch? Launch [...]

The Actual (Real) Value of Loyal Customers [Infographic]

By | 2019-05-09T21:42:50-04:00 December 14th, 2017|Infographic|

Customer Loyalty is Directly Correlated to Higher Lifetime Customer Value There is no escaping the value of customer loyalty. The lifetime customer value of customer advocates is enhanced by their referrals and references that help feed the top of the funnel for new customer growth. Consider two companies: one with a steady 20% growth rate and a 90% retention rate, and another with a 30% growth rate and a 100% retention rate. The first company [...]

Maturity of Customer Success Teams [Infographic]

By | 2019-05-09T21:53:01-04:00 November 30th, 2017|Infographic|

As Customer Success rides a steep adoption curve across industries, we continue to strive to understand how B2B organizations are chartering Customer Success teams. In a brief survey of Customer Success teams about their composition and capacity, we got a snapshot (in 2018) of this increasingly vital customer-facing role: Only 35% of respondents had a dedicated Customer Success team in place. Approximately 65% of teams were comprised of team members with less than 3-4 years [...]

Core Enablement

By | 2019-05-09T21:42:50-04:00 November 20th, 2017|Customer Success Best Practices|

WHY IS Core Enablement IMPORTANT? Core Enablement is the first step in ensuring adoption. Getting your customer administrators to own the platform creates a first line of sponsors and evangelists within the account. The better and sooner you can create master users of your admins, the more effective you can be in growing adoption throughout the account. While Core Enablement is about helping your administrative users understand how your solution works (behind the scenes), it’s [...]

A Day in the Life of 2 Customer Success Managers [Infographic]

By | 2019-05-09T21:43:12-04:00 November 16th, 2017|Customer Success, Infographic|

Customer Success Managers who have a Customer Success Platform are more efficient and effective Customer Success Managers (CSMs) keep a lot of balls in the air over the course of their day. Responsible for delivering ongoing value to customers so that they grow increasingly loyal, Customer Success Managers often perform a variety of tasks and deal with plenty of unplanned, inbound issues that they must address. For instance, a typical Customer Success Manager has to [...]