We often keep hearing about hackers stealing data or hacking accounts for ransom. Do you think that as a layman we are not prone to any of these attacks? If yes, you need to revisit your thought process. “Human beings are the weakest link in any security chain” Going by…

Customer Success has been the new buzz word in the SaaS industry. Especially with this pandemic, every subscription based company is looking out for ways to retain their existing customers. This is exactly where the Customer Success team comes into play. SalesForce was the first company to come up with…

I was watching a random episode of KBC (Kaun Banega Crorepathi) where a contestant was put forth with a question. The contestant did not have a clue about the answer but still he did not want to give up. So he adopted a different strategy. Since he did not know…

The entire world is locked down and the daily routine of everyone has been heavily impacted. People have been asked to stay indoor and its more than a couple of weeks since I have stepped out of my flat. Staying indoor for a longer period of time and with more…

Onboarding a customer doesn’t end when the sales team closes the deal and initiates an official handover to the Account Manager or the support team. It is a continuous process that plays a pivotal role in product adoption and customer retention. A bad onboarding process can result in an increase…

In customer success, NPS (Net Promoter Score) is one of the very important metrics that give you a heads up about the customers who could possibly churn out. Before we dive into what can be done with NPS, let us understand how it is calculated. There are 3 kinds of…

It has been quite a while since I have sat through and watched an entire cricket match. Yesterday (Dec 6, 2019), I happened to witness one of the best T20 matches. There has been a lot of winning moment/incredible inning from a player which has left an impact in me…

In the recent past the term “Customer Success” has become a buzz word in the SaaS industry. …

If there is anyone out there who wishes to do a case study for “Worst Customer Experience”, Sun Direct would be the best option. I can 200% vouch for that. Everything was going fine but all of a sudden, one fine day, my set-top box stopped working. The screen went…