Ria Dabhade

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CS Ops We Salute You!

In any business, the operations department plays a key role in ensuring that daily tasks get executed promptly, and enables executive team strategies to get implemented properly across all levels. Customer Success Operations, also known as CS Ops, works towards achieving the same thing. Except, the only difference being CS Ops’ entire focus is towards customer success strategy execution. But one might wonder, aren’t there many roles in CS so why is this role so important?


Customer Success = Valuation

It’s a simple formula: If Customer Success = CLV, and CLV = Valuation, then Customer Success is Valuation

Customer success executive working at office

Careers in Customer Success Part 2

As an individual starting their career in Customer Success, one should ask themself why this profession is important and where might this career track lead. If you’re an entrepreneur who is starting a SAAS business, it’s important to question what is it that most high-growth businesses get wrong in Customer Success. But what’s also important is to be aware of all the different roles in a CS team so you can customize a structure uniquely tailored to your business needs. A team that not only elevates Customer Success but ‘creates scalable customer love.’

Customer Success Support illustration

Careers in Customer Success Part 1

In the last two decades, SaaS (Software as a Service) has become an extremely popular business model. It has been a common practice to sell software to customers, help them with basic installation, and then hurriedly move on to the next customer. Unfortunately, most customers who needed help weren’t given much more than a paper user manual. Back then, software support options were limited and expensive for both users and the businesses who provided them.


The Great Resignation

Work is an integral part of our day-to-day lives. It plays a major role in structuring our personal and social identity and is a means of livelihood. Steady income creates options and equips us with the power to access essentials such as food, electricity, education, etc., and non-essentials such as electronic devices, wifi, furniture, etc. For too many, it feels like a healthy work-life balance is simply unattainable. Checking and responding to emails at all hours, work meetings at dinner time, or being unable to separate from our work laptops on weekends… for so many, this has become routine. One may even say, “Isn’t that expected?” but although it may feel like employees are required to do this morally, ethically, and spiritually they aren’t (and they shouldn’t).

A woman working from home due to coronavirus covid-19

Evolution of Customer Success in the Covid Era Part II

In the span of a few months, Covid 19 had changed everything. From the way we meet our friends, travel, shop, eat to the way we work, everything is suddenly different. At work, this change is felt across our customer base and our own internal teams because we’re humans, after all.

Young male businessman working at home

Evolution of Customer Success in the Covid-19 Era Part I

In just a span of a few months, Covid-19 had changed everything. From the way we meet our friends, travel, shop, eat, and even the way we work, everything is suddenly different. The change has been quite stark in the Customer Success community, where even on a normal day, there are challenges galore. The Pandemic has only added a new dimension to this role, both from the customer’s and the Customer Success Executive’s perspective.

Brave business woman posing as super hero
Artificial Intelligence

How can a CSM stay on top of all tasks all the time

The role of a Customer Success Manager is fast evolving, especially in recent decades. It is no longer grounded to its traditional role of transforming customer engagement. Instead, it aims to forge stronger relations with customers such that it helps businesses grow, thus making the Customer Success Managers role an important pillar of growth.


Are you Chasing the Customer Health Score Mirage Too? Here’s How you Clear the Fog!

It is a truth universally accepted by every CSM – “There is more to a Customer Health Score than just a red/yellow/green color code against the customers’ names.” Instead, it’s supposed to be this amazing metric derived by a super secretive formula consisting of numerous variables that enables CS teams to assess the likelihood of an outcome for a customer. Not only should it help predict renewal/churn, but it also acts as an indicator of your customer’s growth, success, and failures and should ideally help a CSM strategize their support appropriately.


Is Bandwidth the Miracle Cure for CS Burnout?

Regular exercise is often known as a miracle cure. One habitual exercise routine can solve upwards of 20 different serious medical conditions afflicting different parts of the body. What other single prescription can address issues across coronary (heart), pulmonary (lungs), cirrhosis (liver), myopathy (muscle), and even psychological conditions like insomnia and depression?

As it turns out, the human body rewards itself when it does what it was built to do: exercise. I believe there’s a similar relationship between the optimal performance of a CS team and available bandwidth.

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